Help Desk/Service DEsk
6 days ago
Job Description
- Serve as first point of contact for IT support requests (phone, email, chat, ticketing system)
- Provide first-level troubleshooting for hardware, software, and network issues
- Perform password resets, account unlocks, and access requests
- Log, categorize, and prioritize incidents and service requests in the ITSM tool
- Escalate unresolved or complex issues to Tier 2/Tier 3 support teams
- Follow standard operating procedures (SOPs) and knowledge base (KB) articles
- Assist in software installations, account setups, and peripheral configurations
- Provide remote desktop support using approved tools
- Communicate updates and resolutions to users clearly and professionally
- Document resolutions and contribute to IT knowledge base
- Maintain compliance with IT policies, security protocols, and SLAs
- Administrative
- Closes tickets as soon as they are resolved.
- Maintains and updates daily monitoring of deliverables of service.
- Prepares and submits needed reports.
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