Serve as the primary on-site point of contact for end-user workstation hardware and software updates.
Manage and triage incoming requests through the helpdesk ticketing system, including ticket assignment, prioritization, resolution, and workflow management.
Diagnose and resolve issues related to End User Computing technologies, including PC hardware, virtualization, Microsoft Office applications, endpoint security tools, and application performance.
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Provide first-level technical support to employees for hardware, software, email, printer, network, and other IT-related issues through on-site, remote, telephone, or online support channels.
Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and other IT equipment to ensure smooth day-to-day operations.
Monitor, maintain, and troubleshoot office IT infrastructure, including network connectivity, Wi-Fi access points, printers, meeting room equipment, and other end-user technologies.
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Provide remote technical support to customers via telephone, e-mail and other appropriate channels.
In line with service level targets, accountable for cases that logged by customers and manage them to resolution effectively and proactively, in line with service level targets.
Deliver the best customer experience by adhering to the Company policies and procedures.
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