Information Technology Service Desk

Talent Specialist | Designing Better Beginnings That Drive Retention

Job Description Overview :

The IT Service Desk professional serves as the first point of contact for customers seeking technical assistance over the phone, via email, or through a ticketing system. This role is crucial in ensuring the smooth operation of IT services by resolving technical issues promptly and efficiently, providing excellent customer service, and escalating complex problems to higher-level support when necessary. This role also includes maintaining accurate IT asset inventory and ensuring compliance with inventory management procedures.

Responsibilities

• Respond to service requests, incidents, and inquiries from users.
• Provide first-line support and troubleshooting for hardware, software, network, and system issues.
• Escalate unresolved issues to appropriate internal teams (e.g., Network / Systems Administrators).
• Record and track incidents, requests, and problems using the service desk ticketing system.
• Prioritize and manage multiple open cases simultaneously.
• Ensure all issues are documented, categorized, and assigned correctly.
• Diagnose and resolve technical hardware and software issues.
• Assist with setting up and configuring IT equipment, including desktops, laptops, printers, and mobile devices.
• Guide users through step-by-step solutions.
• Create and update documentation on common issues and solutions.
• Provide training and guidance to users on basic IT and security policies.
• Maintain knowledgebase articles to aid in faster resolution of incidents.
• Perform regular system updates and maintenance tasks.
• Monitor system performance and network availability.
• Assist in the deployment of software updates, patches, and security fixes.
• Communicate status updates and resolutions to users in a timely and professional manner.
• Collaborate with other IT team members to resolve issues and improve service delivery.
• Generate and analyze reports on service desk performance and incident trends.
• Record and track all IT assets (e.g., laptops, desktops, monitors, accessories).
• Tag and update assets during procurement, assignment, transfer, or retirement.
• Conduct regular inventory audits and support quarterly / year-end physical asset verification.
• Assist in loaner equipment check-in / check-out tracking.

Knowledge and Skills

Required Qualifications

Years of Education

Work Experience

Preferred Qualifications

Working Conditions

ASUS is an equal employment opportunity employer. The Company makes employment decisions without regard to race, color, religion, sex, gender, pregnancy / breastfeeding, medical conditions related to pregnancy or childbirth, sexual orientation, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, as well as any other characteristic protected by law, regulation or local ordinance, and strives to comply with all applicable laws on the subject. These employment decisions extend to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, pay and other forms of compensation, training and other terms and conditions of employment.

Note : This description is provided for informational purposes and does not constitute a guarantee of employment. All employment decisions are made in the sole discretion of ASUS.

We are not listing any job- or candidate-specific referrals in this refined version.

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