Job at a glance
Serve as the first point of contact for IT-related incidents, service requests, and user enquiries via phone, email, chat, and ticketing systems. Provide Level 1 technical support for hardware, software, operating systems, applications, and connectivity issues. Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Microsoft Teams, printers, and other business applications. Assist users with password resets, account lockouts, access requests, and basic account administration.
Perform initial troubleshooting for LAN, Wi-Fi, VPN, DNS, DHCP, and other basic network connectivity issues. Log, categorize, prioritize, track, and update incidents and service requests in the IT service management (ITSM) system. Resolve incidents within agreed service-level agreements (SLAs) and escalate complex issues to Level 2/Level 3 support teams when required. Follow established troubleshooting procedures, knowledge base articles, and standard operating procedures.
Monitor outstanding tickets and follow up with users and technical teams to ensure timely resolution. Communicate incident updates, service interruptions, and resolution progress clearly to affected users. Perform remote troubleshooting and provide step-by-step technical guidance to end users. Support user onboarding and offboarding activities, including access request coordination and basic IT setup.
Identify recurring incidents and contribute to problem management and continuous service improvement. Maintain accurate ticket records, troubleshooting notes, and knowledge base documentation. Adhere to IT security policies, data protection requirements, and ITIL-based service management processes. Participate in shift handovers, operational reporting, and service desk activities as required.