Description

Key Responsibilities:

User Query Handling: Capture, validate, and triage user queries or issues for further processing.

Communication: Ensure effective communication with users through appropriate channels.

Technical Support: Provide technical support for Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other IT systems or hardware.

Documentation: Create detailed notes of user problems and document steps taken to resolve issues.

Issue Resolution: Troubleshoot and resolve hardware and software problems, including remote access to user systems.

Security Management: Manage user security privileges, reset passwords, and participate in the development/review of security processes.

Collaboration: Work with desktop/network teams and other workgroups on projects and initiatives.

Continuous Improvement: Analyze, review, and report on service desk processes to ensure continuous improvement.

Qualifications:

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.

Experience: Previous experience in a service desk or help desk role is preferred.

Skills: Strong problem-solving skills, excellent communication abilities, and proficiency in IT systems and software.

Certifications: ITIL certification is a plus

Key Skills

Education

Bachelor's degree