Overview
The IT Helpdesk Support Tech I is a pivotal member of our Helpdesk Tier 1 support team, providing frontline technical assistance to end-users across the organization. This role is responsible for resolving basic hardware, software, and network issues, ensuring exceptional customer service and timely problem resolution.
Responsibilities
- Provide frontline technical support to end-users, addressing hardware, software, and network issues via phone, email, or chat.
- Assisting with new installation of applications through software center by accessing end user machines remotely.
- Support uninstall/reinstall troubleshooting of all software application related issues.
- Handling password reset, account unlock through Active Directory and queries related to user account status.
- Providing support in configuring MFA setup to allow end user s to log into Organization tools and applications.
- Resolving end user network and VPN connectivity issues .
- Performing basic troubleshooting of OS issues such as b lank screen, blue screen, System performance , display, and BitLocker issues.
- Assisting with help of installation and configuration of Office Printers drivers by accessing their laptops via remote ly to provide quicker resolution.
- Resolving major application issues such as Microsoft outlook c alendar does not synch , Teams meeting not working, unable to send and receive emails, outlook not launching in mobile ( android and iOS ) , O 365, OneDrive and MSOffice applications via remotely.
- Basic level troubleshooting of Poly Audio and Video equipment in the Board rooms, meeting , and training rooms.
- Knowledge in Exchange of c reat ion , deletion of DLs , adding and removing team members from the DL .
- Providing Level 1 support for VDI and RDP connectivity issues.
- Demonstrate strong documentation skills as it pertains to tracking, detailing, and explaining troubleshooting steps taken to route the tickets to the appropriate levels , and follow escalation policies defined.
- Follow instructions and technical guidelines using standard operating procedure (SOP) documents updated in Confluence.
- Responsible for maintaining and hitting targets for KPIs and Metrics such as Average of Speed answer, Average handling time, CSAT, Quality, First Call Resolution (FCR), First Level Resolution (FLR) , and ticket Response Time.
- Collaborate with Tier 2 and Tier 3 teams to share knowledge, resolve issues, and improve support processes.
- Participate in training and professional development to enhance technical skills.
Qualifications
- High school diploma or equivalent qualification required .
- Ability to pass English competency test .
- Basic understanding of computer hardware, software, and networking concepts.
- Relevant vocational training or certifications in information technology preferred (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate).
- Excellent customer service skills and strong communication abilities.
- Ability to work effectively in a fast-paced and team-oriented environment.
- Willingness to learn and adapt to new technologies and processes.
Required Knowledge
- Familiarity with Windows and macOS operating systems (basic proficiency ).
- Basic knowledge of networking concepts and protocols.
- Proficiency in Microsoft Office applications (e.g., Word, Excel, Outlook).
