First-Line IT Support:
Act as the initial point of contact for users calling the IT Service Desk, delivering high-quality technical support for enterprise software and hardware in a 24/7 environment.
Customer Service Excellence:
Demonstrate strong communication and problem-solving skills to resolve incidents professionally and empathetically, aiming for high first-call resolution rates.
Technical Troubleshooting:
Investigate, diagnose, and resolve hardware/software issues using internal tools, diagnostic programs, and knowledge base systems.
Perform tasks such as installations, repairs, and system cleanups.
Incident Management:
Accurately log, track, and document incidents and service requests, ensuring timely escalation when necessary and clear communication with end users regarding issue status and resolution timelines.
Process Improvement & Knowledge Sharing:
Identify opportunities to streamline processes and enhance automation.
Share insights and feedback to improve team performance and end-user satisfaction.
Team Collaboration & Flexibility:
Work collaboratively in a high-pressure, fast-paced environment.
Participate in after-hours and weekend support as required, showing adaptability and commitment.
Qualifications & Experience: