This role is the first Level of IT Support which is usually on-site or in some cases performed remotely. This support includes but is not limited to Personal Computing, Mobile Devices, Telephone, Networks, Audio/Video Conferencing, Meeting Room Equipment, CCTV, Access Control, or any other site infrastructure.
Key Responsibilities:
Take ownership of IT issues reported by users and see problems through to resolution.
Ensure that all requests are logged, evaluated, implemented, documented, and reviewed on the IT Helpdesk System in a controlled manner as per the processes. Share timely updates/ communication with the users.
Ensure availability/reachability in designated sites throughout the service windows. On-demand availability for non-business hours to support emergency/business critical issues/ VIP users as required.
Monitor the helpdesk system queue to pick up requests for the responsible area. Make sure the requests are always resolved in the agreed SLA with accurate and complete information provided.
Validate all level 1 checks, self-help, and support documentation in a given time before escalating requests to next-level support or vendor.
Requirements
At least 2 years of experience in the IT department.
Bachelor’s degree in Computer Science, or a related field.