Responsibilities:
1. Customer Service:
- Ensure a high level of customer satisfaction by delivering excellent support services.
- Act as a point of contact for escalated customer inquiries, maintaining a professional and customer-focused approach.
- Build and maintain excellent relationships with end-users, understanding their technical needs and preferences.
- Gather feedback from users to identify areas for improvement and implement solutions to enhance the overall user experience.
- Conduct user training sessions to promote self-service options and empower users to resolve common issues independently.
2. Technical Support:
- Identification and resolution of hardware and software issues for end-users, both onsite and remote.
- Serve as an escalation point for complex technical problems, ensuring timely and effective solutions.
- Collaborate with other IT teams within the organization (Infra, Network and App) to address and resolve technical issues.
- Oversee the development and maintenance of standardized laptop images for various user profiles.
- Deployment of laptops to new and existing users ensuring consistency, security, and compliance with organizational standards.
- Design and implement efficient processes for onboarding new employees, including laptop setup, account provisioning, and orientation on IT policies.
- Streamline and execute offboarding procedures, ensuring secure data removal, account deactivation, and retrieval of IT assets.
- Ability to analyze issues related to Microsoft 365 applications.
- Having knowledge to troubleshoot Wi-Fi or Network related issues.
- Possess expertise in diagnosing and resolving printer-related issues, including hardware malfunctions, connectivity problems, and print queue management.
- Develop and implement preventive and corrective maintenance strategies to optimize printer performance and minimize disruptions.
- Collaborate with vendors for escalated printer issues, warranty claims, and hardware replacements.
3. Documentation and Reporting:
- Maintain accurate records of support activities, including incident reports, service requests, and resolutions.
- Generate and analyse performance reports to identify trends and areas for improvement.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
- Proven experience in a technical support role, with a minimum of 3 years in a leadership or supervisory position.
- Excellent knowledge of desktop operating systems, hardware, and software applications.
- Excellent troubleshooting and problem-solving skills.
- Effective communication and interpersonal skills.
- IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician, ITIL V4) are desirable.
- Solid understanding of ITIL framework and best practices for IT service management
