IT Helpdesk Support

Key Responsibilities:

Provide first-line technical support for IT-related issues via phone, email, and ticketing systems.

Troubleshoot and resolve common hardware, software, and network problems.

Assist users with system access, password resets, and basic IT queries.

Escalate unresolved or complex issues to L2/L3 support teams as needed.

Log, track, and update incidents and service requests in the ITSM system.

Follow standard operating procedures (SOPs) for troubleshooting and issue resolution.

Ensure timely resolution of tickets in compliance with SLA requirements.

Provide users with regular updates on the status of their requests.

Maintain and update knowledge base articles to improve first-time resolution rates.

Document troubleshooting steps and solutions for common issues.

Contribute to process improvement initiatives by identifying recurring problems.

Assist users with hardware requests, ensuri...