Requirement
Provide 2 level technical support and troubleshooting for desktop hardware, software, and network-related incidents and service requests.
• Adhere to ITIL processes and best practices for incident management, problem management, and change management.
• Record, categorize, prioritize, and escalate incidents and service requests following established procedures.
• Perform remote and on-site troubleshooting of desktop systems, printers, peripherals, and network connectivity issues.
• Install, configure, and maintain desktop operating systems, software applications, and patches/updates.
• Provide support to end-users via a service counter, addressing walk-in inquiries, issues, and requests promptly and professionally.
• Ensure compliance with IT policies, standards, and security protocols.
• Collaborate with cross-functional teams to resolve complex technical issues and escalate problems, as necessary.
• Contribute to knowledge base articles and documentation for efficient problem resolution and user self-help.
• Assist in maintaining inventory and asset management records for desktop equipment and software licenses.
• Provide end-user training and support on desktop usage, best practices, and IT service requests.
• Any other task assigned by reporting manager or team lead.
