Key Responsibilities:
- User Support & Issue Resolution: Provide first-level support for users via phone, email, and chat, addressing IT-related issues such as password resets, software installations, network connectivity issues, printer problems, and other technical issues.
- Incident Management: Log and categorize all incidents and service requests in the Service Desk ticketing system, ensuring detailed documentation of each issue and its resolution.
- Problem Identification & Troubleshooting: Identify root causes of issues and perform basic troubleshooting to resolve them, escalating complex problems to the appropriate second- or third-line support teams when necessary.
- Service Request Management: Process and track IT service requests (e.g., access requests, software installations, new hardware, etc.) and ensure timely delivery in accordance with SLAs.
- Knowledge Management: Maintain a knowledge base of common issues and solutions to increase efficiency and improve service delivery. Update and share this knowledge regularly.
- Hardware & Software Support: Provide support for both hardware (e.g., PCs, laptops, printers, mobile devices) and software (e.g., operating systems, office productivity tools, applications) used by the organization.
- Escalation & Communication: Ensure proper communication with end-users, providing status updates on ongoing issues. Escalate unresolved issues to the appropriate higher-level support teams and monitor resolution progress.
- Account Management: Assist with user account management tasks, including password resets, access provisioning, and maintaining user profiles in Active Directory, Microsoft 365, or other identity management systems.
- System Maintenance & Updates: Assist in the deployment of patches and software updates, including operating system and application updates for desktops and laptops.
- IT Asset Management: Help with tracking and inventorying IT assets (e.g., hardware, software licenses) and ensure that assets are allocated and returned in accordance with company policies.
- Training & Guidance: Provide basic training to end-users on new software, systems, or IT tools, ensuring users are equipped to use technology efficiently.
- Security Awareness: Ensure security best practices are followed by users, including password policies, multi-factor authentication (MFA), and the safe handling of sensitive information.
- Customer Service: Provide excellent customer service, maintaining professionalism, patience, and effective communication while resolving technical issues.
Required Qualifications & Skills:
- 3-5 years of experience in an IT Service Desk, helpdesk, or technical support role.
- Basic understanding of ITIL processes and service management concepts.
- Strong knowledge of Windows and macOS operating systems, including system settings and software installation.
- Familiarity with Microsoft Office Suite (Word, Excel, Outlook, etc.) and productivity tools (e.g., Google Workspace).
- Basic networking knowledge, including troubleshooting Wi-Fi, LAN, and VPN connectivity issues.
- Experience with ticketing systems such as ServiceNow, Jira Service Desk, or Zendesk.
- Excellent communication skills, with the ability to explain technical issues in simple terms to non-technical users.
- Strong customer service skills, with a positive and helpful attitude.
- Familiarity with Active Directory for user management (password resets, account creation, permissions).
- Ability to troubleshoot hardware and software issues and perform basic diagnostics.
- Strong attention to detail and organizational skills to manage multiple service requests and issues efficiently.
- Ability to work under pressure and prioritize tasks in a fast-paced environment.
