Job Overview: Providing technical assistance and support to end-users for client organization. The primary responsibility is to ensure timely and effective resolution of IT-related issues, incidents, and service requests
Provide first-line support and technical assistance to end-users via phone, email
Log, categorize, prioritize, and assign incidents to appropriate support teams.
Ensure timely resolution of incidents and provide regular updates to end-users. SLA adherence is key
Maintain accurate and up-to-date documentation of processes, procedures, and troubleshooting guides.
Contribute to the knowledge base for common issues and solutions.
Communicate effectively with end-users, keeping them informed about the status of their incidents or service requests. Tool usage is a must
Collaborate with other IT teams to provide seamless support and resolve issues promptly. Assist with the procurement
Will to travel if required on short assignments
Basic experience in a similar IT support role will be advantageous
Proficient in troubleshooting hardware and software issues.
Excellent verbal and written communication skills in English & MS tools ( specific to excel & power point )
Willingness to work flexible hours, shifts, including weekends and holidays if necessary.
Strong problem-solving and analytical skills.