Job Purpose
- Provide first-level technical support and assistance to end-users by responding to inquiries, troubleshooting hardware and software issues, and resolving IT-related problems promptly.
- Serve as the initial point of contact for all IT service requests and incidents via phone, email, or ticketing systems.
- Ensure efficient logging, categorization, and prioritization of support tickets while maintaining high customer service standards.
- Assist in monitoring and maintaining IT infrastructure performance and user satisfaction.
Roles, Responsibilities, Duties
- Receive, record, and manage incoming helpdesk requests and incidents through phone, email, or helpdesk software.
- Provide first-level diagnosis and resolution of IT issues related to desktops, laptops, printers, software applications, network connectivity, and user accounts.
- Escalate unresolved or complex technical issues to higher-level support teams or specialists as per defined procedures.
- Communicate effectively with end-users to understand their problems and provide timely feedback on ticket status.
- Document all actions taken and solutions provided in the helpdesk system.
- Assist with password resets, software installations, and user account management.
- Monitor open tickets and ensure timely follow-up and resolution within agreed service levels (SLAs).
- Support IT team in hardware and software inventory management and updates.
- Assist in creating user guides and FAQs to improve self-service capabilities.
- Participate in IT projects and support activities as required.
Qualification:
High school diploma or equivalent; additional IT certifications (e.g., CompTIA A+, ITIL Foundation) are preferred.
Experience and skills:
Experience:
- Minimum 1-2 years of experience in a helpdesk, IT support, or customer service role.
- Experience with helpdesk ticketing systems and remote support tools is an advantage.
Skills and Competencies:
- Basic understanding of computer hardware, software, operating systems (Windows, macOS), and network fundamentals.
- Strong problem-solving and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to remain calm and patient while assisting users.
- Customer service-oriented with a proactive approach.
- Good organizational and multitasking abilities.
- Ability to work independently and as part of a team.
- Familiarity with common business software (Microsoft Office suite) and basic IT tools.
