Key Responsibilities:
- Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems.
- Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations.
- Ticketing System Management: Log, prioritize, and categorize incidents and service requests in the ticketing system (e.g., ServiceNow, Jira).
- User Communication: Communicate effectively with end-users, providing clear and timely updates on the status of their issues or requests.
- Escalation: Escalate unresolved incidents to higher-level support teams, ensuring all relevant information is documented.
- Documentation: Create and update knowledge base articles for common issues, enabling faster resolution for future incidents.
- Remote Troubleshooting: Use remote access tools to diagnose and resolve issues for users across various locations.
- Hardware & Software Troubleshooting: Assist with basic troubleshooting for desktops, laptops, printers, and mobile devices, including installing and configuring software.
- Collaboration: Work closely with other IT teams (network, infrastructure, applications) to resolve more complex issues.
- Service Level Agreements (SLA): Ensure all incidents and requests are resolved within agreed-upon SLAs.
- Customer Service Focus: Maintain a high level of customer service, ensuring user satisfaction with timely resolution and clear communication.
Skills & Qualifications:
- Experience: 1-4 years of experience in a service desk or IT support role.
- Technical Knowledge: Basic understanding of operating systems (Windows, Mac OS), common software applications (Microsoft Office, email clients), and hardware components.
- Problem-Solving: Ability to diagnose and resolve basic IT issues efficiently.
- Communication Skills: Strong verbal and written communication skills to effectively engage with end-users and technical teams.
- Team Player: Ability to work collaboratively with colleagues and escalate issues when necessary.
- Ticketing Systems: Experience with ticketing systems like ServiceNow, Jira, or similar.
- Certifications (Preferred): ITIL Foundation, CompTIA A+, or equivalent certifications.
- Time Management: Ability to manage multiple tickets and tasks while meeting deadlines.
Educational Requirements:
- Education: Bachelors degree in information technology, Computer Science, or related field (preferred but not always required).
- Certifications: Relevant certifications such as ITIL Foundation, Microsoft Certified Professional (MCP), or CompTIA A+ are a plus.
Work Environment:
- Shifts: May require working in shifts, including nights or weekends, based on operational requirements.
- Remote Support: Capable of providing remote support if necessary.
