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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
2
Professionals
Sub-Major Group
25
Information and Communications Technology Professionals
Minor Group
251
Software and Application Developers and Analysts
Unit Group
2511
Computer Systems Analysts
Minor Unit Group
MASCO Code
2511-09
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Service Desk Specialist provides first-line technical support to users by handling service requests, diagnosing and resolving issues related to computer systems and applications, and escalating complex problems where necessary. They ensure the effective use and continuity of IT services by monitoring incidents, coordinating with relevant technical teams, and maintaining accurate records of support activities. The role contributes to stable IT operations and user productivity through timely problem resolution and clear communication.
Tasks
Respond to user inquiries and technical incidents through phone, email, chat, or on-site support.
Log, track, and manage service requests and incidents using ticketing systems.
Diagnose, troubleshoot, and resolve hardware, software, and basic network issues remotely or through on-site assistance when required.
Escalate unresolved or complex problems to higher-level technical support teams.
Communicate with users to provide updates on issue status and resolution progress.
Document troubleshooting procedures, solutions, and knowledge base updates.
Monitor incidents and identify recurring system or software performance or functionality issues for follow-up.
Prepare reports on service desk activities, incidents, and service performance.
Skills
Basic
Ability to work collaboratively with a professional and responsible attitude.
Active listening to understand user issues clearly.
Basic knowledge of computer systems and networking.
Good interpersonal and customer service abilities.
Strong verbal and written communication skills.
Specific
Ability to diagnose and resolve technical problems using structured troubleshooting methods.
Ability to troubleshoot desktop, software, and remote user issues.
Basic understanding of network infrastructure and connectivity.
Proficiency in information technology service management and ticketing systems.
Proficiency in remote desktop and support tools.
Additional Info
QUALIFICATION
Bachelor’s degree or equivalent
Related Courses
Claimable Course
e-Latih Online Course
Madani TVET Course
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