Key Responsibilities

Incident & Request Management

• Serve as the first point of contact for IT issues via phone, email, or ticketing system.

• Log, categorize, and prioritize incidents and service requests.

• Troubleshoot hardware, software, and network problems.

• Escalate complex issues to higher-level support teams following established procedures.

Customer Support & Communication

• Provide clear, professional communication to end-users.

• Ensure timely updates on ticket status and resolution progress.

• Deliver excellent customer service and maintain user satisfaction.

System & Access Administration

• Manage user accounts, passwords, and access rights.

• Support Windows, macOS, and mobile devices.

• Assist with software installations, updates, and configurations.

Monitoring & Reporting

• Track and document incidents, resolutions, and recurring issues.

• Generate reports on service desk performance and KPIs.

• Identify trends to recommend process improvements.

Compliance & Security

• Adhere to ITIL service management principles and company policies.

• Support cybersecurity awareness by guiding users on safe practices.

• Ensure compliance with data privacy and security standards.

Skills & Qualifications

• Strong knowledge of IT systems, networks, and troubleshooting techniques.

• Familiarity with ITIL framework and service desk tools (e.g., ServiceNow, Jira, Zendesk).

• Excellent communication and customer service skills.

• Ability to work under pressure and manage multiple tasks.

• Bachelor’s degree in IT, Computer Science, or related field (preferred).

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified are an advantage.