IT Executive – Service Desk is a technical role that provides assistance to end-users who are experiencing issues with their hardware or software systems. You be expected to troubleshoot, diagnose, and resolve problems, as well as install, upgrade, and maintain devices and applications. You would be required to occasionally provide training and guidance to users on how to use their systems effectively and securely.
Responsibilities
· Provide onsite and remote support to end-users who are facing technical issues with their devices, applications, or network connectivity.
· Identify, analyze, and resolve problems using various tools and methods, such as remote access, diagnostic software, or manuals.
· Escalate complex or unresolved issues to the appropriate level of support or vendor.
· Install, configure, and update hardware and software components, such as laptops, desktops, printers, scanners, mobile devices, operating systems, antivirus, and office applications.
· Perform security checks on devices and systems, such as virus scans.
· Document and report issues, solutions, and feedback using ticketing systems (Fresh Service)
· Train and educate users on how to use their devices and applications efficiently and securely, as well as on the best practices and policies of the organization.
· Coordinate and collaborate with other IT staff, vendors, and stakeholders to ensure smooth and timely delivery of services.
· Once a week, carry out after office standby support (appropriate renumeration will be provided).
Requirements
· Experienced in providing deskside support or similar technical support role.
· Strong knowledge and skills in troubleshooting and resolving hardware and software issues.
· Proficient in using various operating systems, such as Windows, and iOS.
· Familiar with various applications, such as Microsoft Office, Zoom, Teams, and Global Protect VPN.
· Excellent communication and interpersonal skills, with the ability to explain technical concepts in simple and clear terms.
· Customer-oriented and service-minded, with the ability to handle stressful situations and difficult customers.
· Self-motivated and proactive, with the ability to work independently and as part of a team.
· Flexible and adaptable, with the ability to work under pressure and meet deadlines.
· Attention to detail and quality, with the ability to follow instructions and procedures.
