Full job description
Position Overview
We are seeking a skilled and customer-focused IT Service Desk Technician with at least 2 years experience in a similar role. The ideal candidate will be responsible for providing frontline technical assistance, troubleshooting, and support for end-users. This role requires good communication skills and the ability to diagnose and resolve issues efficiently.
Key Responsibilities
- Technical Support
- Act as the first point of contact for IT-related inquiries, incidents, and requests.
- Diagnose and resolve hardware, software, meeting room and network issues for laptops, desktops and mobile devices.
- Provide technical support for general computing applications,
- Device Management
- Deploy and configure devices using Mobile Device Management (MDM) platforms.
- Perform regular updates, patches, and security configurations.
- Manage device enrollments, backups, and recovery processes.
- User Support
- Provide support for user account management, including permissions, password resets, and authentication issues.
- Perform user onboarding and offboarding process as per documented SOPs
- Deliver training and guidance to end-users on best practices.
- Resolve connectivity issues related to Wi-Fi and cloud-based services.
- Incident Management
- Log, track, and prioritize tickets in the IT Service Management (ITSM) system.
- Escalate complex issues to higher-level support when necessary, ensuring timely resolution.
- Document troubleshooting steps and solutions in a knowledge base for future reference.
- Collaboration and Continuous Improvement
- Identify recurring problems and recommend process improvements or solutions to reduce downtime.
- Stay updated on the latest updates, new technologies, and advancements in IT support practices.