Description

Key Responsibilities:

Help Desk Support: Provide frontline support by responding to incoming service requests, incidents, and inquiries from end-users via various channels, such as phone, email, or ticketing systems.

Troubleshooting: Diagnose and resolve hardware, software, and network issues for end-users, including desktops, laptops, printers, mobile devices, and applications.

Escalation Management: Escalate complex technical issues to appropriate IT teams or vendors and follow up on resolution progress to ensure timely resolution.

Ticket Management: Document and maintain accurate records of all incidents and service requests in the ticketing system, including issue details, troubleshooting steps, and resolutions.

User Training: Provide guidance and training to end-users on using hardware, software, and IT tools effectively to improve their technical proficiency.

Remote Support: Use remote support tools to assist end-users in troubleshooting and resolving issues, especially for remote or off-site employees.

Knowledge Base: Contribute to the knowledge base by documenting known issues, resolutions, and best practices to facilitate faster problem-solving in the future.

Software and System Updates: Assist in software installations, updates, and patches to ensure end-user systems are up to date and secure.

IT Policy and Compliance: Ensure that all support activities align with IT policies, security standards, and compliance regulations.

Customer Satisfaction: Follow up with users to ensure problem resolution and gather feedback on the service provided, striving to achieve high levels of customer satisfaction.

Qualifications and Skills:

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Proven experience as a Service Desk Analyst or in a similar technical support role.
Strong technical knowledge of various operating systems (e.g., Windows, macOS) and common software applications.
Familiarity with network fundamentals, hardware components, and peripheral devices.
Proficiency in using ticketing systems and remote support tools.
Excellent problem-solving skills and the ability to troubleshoot technical issues effectively.
Strong communication skills to explain technical concepts clearly to non-technical users.
Customer-focused attitude and the ability to remain patient and professional in challenging situations.
Time management skills to prioritize tasks and meet service level agreements (SLAs).
Willingness to learn and adapt to new technologies and IT procedures.