Service Desk Technician

About the role

The Service Desk Technician provides primary IT support for assigned sites, handling basic troubleshooting and ticket resolution through the AADM system, phone, email or remote access. The role also includes secondary coverage for alternate sites as needed.

Key responsibilities

• Log and update all technology enquiries in the AADM ticketing system, ensuring SLA compliance.
• Deliver desktop and application support to on‑site staff and remote workers.
• Perform technical troubleshooting, remote diagnostics and liaise with vendors when required.
• Escalate complex tickets to appropriate resolvers to meet SLA/KPI targets.
• Create and maintain internal IT documentation and asset inventories.
• Assist with ad‑hoc implementation and support projects.
• Support onboarding/off‑boarding processes, including laptop provisioning and vendor onboarding.
• Execute regular patching, Windows feature updates and follow IT procurement procedures.

Required profile

• Bachelor’s degree.
• Fluent English.
• General technical understanding of Microsoft 365, Teams, SharePoint and Windows OS.
• Basic network‑troubleshooting knowledge.
• 3+ years of experience in an IT Service Desk or customer‑support environment.
• Experience deploying operating systems and software with SCCM.

Required skills

• Microsoft 365, Teams, SharePoint.
• Windows operating system administration.
• Network troubleshooting.
• Microsoft System Centre Configuration Manager (SCCM).
• User account administration.
• Hardware support for laptops and desktops.
• AADM ticketing system usage.

What we offer

• Professional growth and career development.
• Continuous training in manufacturing processes and technologies.
• Participation in strategic and continuous‑improvement projects.
• Collaborative, results‑driven work environment.
• Benefits exceeding legal requirements and a defined career path.