IT Support

Service Desk Operations

• Serve as the first point of contact for IT incidents and service requests via phone, email, chat, or ticketing systems.
• Log, categorize, prioritize, and track tickets through to resolution.
• Provide first-level troubleshooting and support for hardware, software, and connectivity issues.
• Escalate unresolved issues to Level 2 support teams as required.
• Follow up with users to ensure incidents and requests are resolved satisfactorily.

End User Support

• Support Windows laptops, Microsoft 365 applications, Outlook, Teams, and standard business applications.
• Assist users with password resets, account unlocks and access-related requests.
• Support printers, meeting room equipment, mobile devices, and peripheral devices.
• Assist with user onboarding, offboarding, and workstation setup.

IT Operations

• Monitor ticket queues and ensure service requests are handled within agreed SLAs.
• Maintain accurate records of incidents, requests, and resolutions.
• Create and update knowledge base articles and user guides.
• Assist in IT asset inventory management and equipment deployment.