Responsibilities

• Provide first-level technical support to end-users by diagnosing and resolving hardware and software issues.
• Monitor and maintain IT systems ensuring optimal performance and availability.
• Assist in the installation configuration and maintenance of computer systems and networks.
• Respond to service desk tickets in a timely manner ensuring user satisfaction and adherence to SLAs.
• Collaborate with other IT team members to troubleshoot and resolve complex technical issues.
• Document and update technical procedures and user guides to improve support processes.
• Conduct regular system checks and preventive maintenance to minimize downtime.
• Participate in the development and implementation of IT policies and procedures.
• Assist in managing user accounts permissions and access rights in various systems.
• Provide training and support to users on new technologies and systems.
• Stay updated with the latest industry trends and technologies to enhance support capabilities.
• Ensure compliance with company security policies and procedures.
• Contribute to continuous improvement initiatives to enhance service desk operations.

Qualifications

• Possess a strong understanding of Service Desk operations and best practices.
• Have experience with troubleshooting hardware and software issues.
• Demonstrate proficiency in installing and configuring computer systems and networks.
• Show excellent communication skills to effectively interact with users and team members.
• Exhibit strong problem-solving abilities to diagnose and resolve technical issues.
• Have knowledge of IT policies procedures and security protocols.