Help Desk Support Assistant L1

Job Description:

The primary objective of this assignment is to provide efficient, timely, and high-quality IT help desk support services to ensure continuous availability and optimal performance of IT systems, prompt resolution of technical issues and proper tracking of IT incidents and service requests.

Work Assignment

Under the supervision of the Head of the Customer Support Unit and the overall guidance of the Chief of Decision-Support and Data Science Division/ICTS the help desk support assistant should carry the following tasks:

User Support

• Provide first-line technical support to end users (onsite and/or remote).

• Respond to service requests via phone, email, ticketing system, or in person.

• Diagnose and troubleshoot hardware, software, and network issues.

• Escalate complex issues to second- or third-level support when necessary.

Incident & Request Management

• Log, track, a...