We are seeking a dedicated and detail-oriented Desktop Support professional to join our IT team. This role involves managing and resolving tickets, incident response, and troubleshooting related to Identity and Access Management (IAM) software.
As an L1/L2 support, you will be the first point of contact for users experiencing technical issues and will be responsible for meeting KPIs related to ticket resolution.
Key Responsibilities:
- Ticket Management: Handle incoming support tickets, ensuring timely and accurate logging, tracking, and resolution of all reported issues.
- Incident Response: Respond to incidents related to IAM software and other desktop support issues, ensuring quick and efficient resolution.
- Troubleshooting: Diagnose and troubleshoot hardware, software, and network issues, providing solutions or escalating to higher-level support when necessary.
- IAM Software Support: Provide support and maintenance for IAM software, assisting users with access issues and managing user accounts.
- KPI Achievement: Meet established KPIs for ticket resolution times, customer satisfaction, and other performance metrics.
- User Support: Provide excellent customer service, assisting users with technical issues and ensuring a positive support experience.
- Documentation: Maintain detailed records of support activities, solutions, and best practices for future reference.
Requirements:
- Experience in IT support role.
- Technical Skills: Proficiency in troubleshooting hardware and software issues. Experience with IAM Identity and Access Management software is advantageous.
- Customer Service: Strong customer service skills, with the ability to communicate technical information to non-technical users.
- Problem-Solving: Strong analytical and problem-solving abilities, with a keen attention to detail.
- Communication: Excellent verbal and written communication skills.
- Team Player: Ability to work effectively both independently and as part of a team
