Description

Provide Tier 1 technical support for hardware, software, and network issues via phone, email, and chat.

Responsibilities

• Diagnose and resolve client software, basic network connectivity, and hardware problems.
• Manage user accounts, including provisioning, password resets, and distribution list modifications.
• Document all incidents, work requests, and resolutions within the Incident Management System.
• Escalate complex technical issues to 2nd and 3rd level support specialists when they exceed Tier 1 scope.
• Assist with software distribution, printer driver installation, and mobile device setups.

Required Skills

• 5+ years of experience in DWP-USS-SERVICE DESK environments.
• Knowledge of ITIL frameworks, specifically Service Desk, Incident, Problem, and Change Management.
• Ability to perform remote desktop support and troubleshoot PC-based software including word processors, spreadsheets, and email clients.
• Proficiency in managing user access, vendor access extensions, and authenticator setups.
• Experience with print management tools such as PrinterLogic.
• Capability to maintain high availability and meet agreed SLA targets for ticket volume and handling time.
• Strong interpersonal skills for effective communication with end users and vendors.
• Ability to provide technical documentation, including standards and configurations.

Preferred Skills

• Knowledge of ITIL V2 or V3 processes.

Key Skills

Education

Any Graduate