IT Service Desk

About us

ResolvGlobal Business Process Outsourcing Services is a leading provider of comprehensive business process outsourcing solutions, dedicated to delivering exceptional service excellence to our global clients. We specialise in offering innovative IT support and customer service solutions that drive operational efficiency and customer satisfaction.

We are seeking an experienced IT Service Desk professionals to join our dynamic team at ResolvGlobal Business Process Outsourcing Services. This is a full-time position that plays a crucial role in delivering first-class technical support to our clients. As an IT Service Desk specialist, you will be the frontline support for users experiencing technical issues, providing timely resolutions and maintaining the highest standards of customer service. This role is strategically important to our organisation, as it directly impacts client satisfaction and ensures smooth IT operations across our supported infrastructure.

Key responsibilities

• Respond to and resolve technical support tickets submitted via email, phone, chat and ticketing systems within agreed service level agreements

• Provide first-line technical support to end-users, troubleshooting hardware, software and network-related issues

• Key Responsibilities

  User Account Support

  • Password resets and account unlocks
  • MFA enrollment and reset assistance
  • Basic (SSO) troubleshooting
  • Identity verification prior to account changes
  • Escalation of access and permission requests as required

  Endpoint & Device Support

  • Basic workstation troubleshooting
  • Printer support and setup assistance
  • Monitor, keyboard, mouse, and docking station support
  • VPN connectivity troubleshooting
  • Mobile device setup and support
  • Basic hardware diagnostics

  Application Support

  • Login and access troubleshooting
  • Application access verification
  • Resolution of common application issues using documented procedures
  • Software installation from approved catalogs
  • Browser troubleshooting and cache management

  Ticket & Request Management

  • Handle support requests via phone, email, chat, and ticketing systems
  • Gather necessary information for diagnosis and resolution
  • Categorize and prioritize incidents and requests
  • Document troubleshooting steps and outcomes
  • Route and escalate tickets to appropriate support teams
  • Follow up on pending and escalated issues

  Healthcare-Specific Support

  • EHR/EMR access and login support
  • Badge authentication troubleshooting
  • Clinical workstation access assistance
  • Shared drive and printer access support
  • Basic telehealth platform assistance
  • Basic medical device connectivity support following documented procedures

  Employee Lifecycle Support

  • User onboarding support
  • Equipment request processing
  • Standard access request coordination
  • Offboarding ticket intake
  • Coordination with HR and IT stakeholders

  Knowledge Management

  • Utilize existing knowledge base articles and SOPs
  • Create documentation for recurring issues
  • Identify process and knowledge gaps
  • Recommend updates to support documentation

What we're looking for

• Proven experience working in an IT Service Desk or Help Desk environment, ideally for a minimum of 2 years

• Strong technical knowledge of Windows and/or macOS operating systems

• Familiarity with common IT support tools, ticketing systems and remote access software

• Knowledge of IT service management frameworks such as ITIL is advantageous

• Proficiency in Microsoft Office applications and familiarity with various enterprise software platforms

• CompTIA A+, CompTIA Network+ or equivalent IT certification is preferred but not essential

Apply now

Ready to make an impact in IT support? Join the ResolvGlobal Business Process Outsourcing Services team as an IT Service Desk professional. Please submit your CV to our recruitment team. We look forward to hearing from you and exploring how you can contribute to our success.