Source description
About the role
Description : - Provide Level 1 support for hardware, software, network, and peripheral issues. - Troubleshoot and resolve problems related to Windows, Android, and macOS devices. - Assist users with Microsoft Office Suite and commonly used business applications. - Install, configure, and maintain desktops, laptops, mobile devices, and printers. - Manage antivirus tools and ensure system security compliance. Ticket & Incident Management : - Respond to support requests through the ticketing tool, email, and in-person interactions. - Document all issues, troubleshooting steps, and resolutions clearly and accurately. - Escalate unresolved or complex issues to Level II/III support as per defined process. - Ensure timely closure of tickets as per SLAs. System & Equipment Maintenance : - Maintain IT inventory, equipment records, and asset tracking. - Set up workstations, peripherals, and accessories for new and existing employees. - Ensure office IT infrastructure and equipment meet organizational standards. - Perform routine checks on network connectivity, hardware health, and system availability. Customer Service & Collaboration : - Provide exceptional customer service with clear communication and a positive attitude. - Educate users on IT best practices and basic troubleshooting when appropriate. - Collaborate with the IT team to improve processes and enhance support efficiency. Description : - Provide Level 1 support for hardware, software, network, and peripheral issues. - Troubleshoot and resolve problems related to Windows, Android, and macOS devices. - Assist users with Microsoft Office Suite and commonly used business applications. - Install, configure, and maintain desktops, laptops, mobile devices, and printers. - Manage antivirus tools and ensure system security compliance. Ticket & Incident Management : - Respond to support requests through the ticketing tool, email, and in-person interactions. - Document all issues, troubleshooting steps, and resolutions clearly and accurately. - Escalate unresolved or complex issues to Level II/III support as per defined process. - Ensure timely closure of tickets as per SLAs. System & Equipment Maintenance : - Maintain IT inventory, equipment records, and asset tracking. - Set up workstations, peripherals, and accessories for new and existing employees. - Ensure office IT infrastructure and equipment meet organizational standards. - Perform routine checks on network connectivity, hardware health, and system availability. Customer Service & Collaboration : - Provide exceptional customer service with clear communication and a positive attitude. - Educate users on IT best practices and basic troubleshooting when appropriate. - Collaborate with the IT team to improve processes and enhance support efficiency.
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