Help Desk Support Assistant (L2)

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:

Incident Escalation & Advanced Troubleshooting

• Receive and manage escalated tickets from Tier 1 support.

• Perform in-depth troubleshooting of hardware, software, and network issues.

• Conduct root cause analysis for recurring or critical incidents.

• Resolve incidents within agreed Service Level Agreements (SLAs).

• Document diagnostic steps and final resolutions...