Responsibilities:
a. Provide day-to-day support of IT computing devices and troubleshooting via emails, phone calls, and walk-ins
b. Perform first level support to troubleshoot and solve technical issues
c. Perform L2 and L3 escalations if necessary and required
d. Ensure and follow help desk procedures for all call and ticketing tracking from start to end (initial support to resolution)
e. Take ownership of all problems reported to the help desk. For outstanding issues pending user response, report and alert the IT Manager / POC for internal escalation procedure
f. Interface with other maintenance vendors (vendor management) for problem reporting and resolution
g. Perform IT project rollout as planned by the Customer, including new PC purchase. receiving, move and change (IMAC Services)
h. To be responsible for accurate record keeping, tracking and processing of all documents related to IT
