Key Responsibilities

• User Support & Troubleshooting Serve as the first point of contact for all IT-related inquiries via chat, email, ticketing system, or phone.
• Troubleshoot and resolve basic technical issues including: Password resets and account lockouts Email issues (login, configuration, connectivity) Software/application errors Basic network connectivity issues Printer, scanner, and peripheral device problems Provide step-by-step support to users in a clear and professional manner.
• Device & System Support Support installation, configuration, and troubleshooting of: Desktops/laptops Operating systems (Windows/macOS) Standard office applications Approved software tools Perform basic hardware diagnostics and elevate when replacement or advanced repair is required.
• Ticket Management Log, categorize, and prioritize all issues in the ticketing system. Ensure timely responses and resolution of Level 1 tickets. Escalate unresolved issue...