ITS_Associate

Job Description

Roles & Responsibilities :

The L1 Support role involves supporting IT Fleet management support ITFM (Client desktop, laptop & Monitor), Managed Print Services (MPS) and Mobile Service Delivery (Mobile PIM Services) providing technical assistance to users within a Windows environment and Database monitoring. The primary responsibility is ensuring quick and effective resolutions while maintaining a high level of customer service.

Requirements

• User Support and Troubleshooting:

  • Serve as the first point of contact for technical support, handling inbound requests email, or ticketing system.

  • End Device Management Tool (EDMT)

  • Knowledge of Computer hardware lifecycle managed using order forms.

  • Provide basic troubleshooting for Windows-based systems, including desktops, laptops, and peripherals.

  • Assist with common issues related to software applications, network connectivity, and hardware malfunctions.

  • Guide users through simple troubleshooting steps, such as rebooting devices, adjusting network settings, and reinstalling software.

  • OCC- Monitoring and First response

  • Log all incidents and service requests accurately in the ticketing system and ensure timely follow-up.

• Customer Service:

  • Deliver excellent customer service by maintaining a professional demeanor and ensuring user satisfaction.

  • Educate users on basic troubleshooting techniques and IT best practices to minimize recurring issues.

  • Communicate effectively with users, keeping them informed about the status of their requests and any planned IT activities.

Qualifications

Educational qualification:

• Bachelor's degree in computer science, Information Technology, or a related field preferred

• Relevant certifications such as CompTIA A+ or Microsoft Certified Solutions Associate (MCSA) are an advantage.

Experience :

• 2 - 3 years of experience inIT relevant working experience preferably in a Windows environment.

• IT Fleet management

Mandatory/requires Skills :
Basic knowledge of Windows operating systems (Windows 10, Windows 11).

• Familiarity with Microsoft Office 365 and common productivity tools.

• Familiar with latest ICT technology or fast learner on new IT technology Knowledge

• Experience using remote desktop tools and ticketing systems.

Preferred Skills :

Soft Skills:

• Strong communication and interpersonal skills.

• Ability to troubleshoot and resolve issues efficiently.

• Excellent customer service orientation.

• Ability to work independently and prioritize tasks effectively.

• Availability:

  • Willingness to work in shifts, including nights and weekends, as required.

  • Ability to be on-call for urgent issues when necessary.