Job Description
*Issue Resolution:
-Provide technical support to end-users via phone, email, remote tools, and on-site visits.
-Troubleshoot desktop/laptop issues, software problems, printers, mobile devices, and network connectivity.
-Log all incidents and service requests in the IT Care system with accurate details and timely updates.
*Incident & Request Management:
-Monitor and manage assigned tickets to ensure SLA compliance.
-Escalate unresolved or critical issues to the CS Supervisor or higher-level support.
-Follow up with users to ensure issue resolution and satisfaction.
*Installation & Setup:
-Install and configure computer hardware, operating systems, software applications, and peripherals.
Assist with onboarding of new users: workstation setup, account configuration, and IT orientation.
*IT Asset Handling:
-Assist in maintaining the inventory of IT equipment and accessories.
-Support the team with asset tagging, documentation, and tracking of hardware movement.
*System Monitoring & Maintenance:
-Perform routine checks on systems, patch updates, and antivirus compliance.
-Report any suspicious behavior or security concerns to the Supervisor.
*Documentation & Knowledge Base:
-Maintain documentation of known issues and solutions for reference.
-Contribute to the internal IT knowledge base and support process documentation.
*Compliance & Communication:
-Follow IT policies, procedures, and security standards.
-Maintain a professional and helpful attitude when supporting users.
*Skills & Competencies:
*Technical:
-Proficient in Windows OS, Microsoft Office, and basic networking (IP, DNS, DHCP).
-Familiarity with remote support tools (e.g., AnyDesk, TeamViewer, RDP).
-Understanding Active Directory, user account management, and email clients (Outlook).
*Behavioral:
-Strong communication and customer service skills.
-Problem-solving mindset and attention to detail.
-Ability to multitask and prioritize under pressure.
-Team player with a willingness to learn and grow.
*Qualifications & Experience:
-Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
-1 to 3 years of experience in a helpdesk, desktop support, or IT support role.
-Certifications (Preferred):CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation.
