- Serve as the first point of contact for all IT support requests and incidents.
- Provide timely assistance for hardware, software, and network issues, responding to 90% of requests within 1 business day.
- Diagnose problems remotely, run diagnostics, and apply effective solutions, resolving 85% of issues on first contact.
- Escalate complex issues when necessary and follow up with users to ensure satisfaction.
- Maintain an escalation rate below 10% and user satisfaction above 90%.
- Troubleshoot and maintain LAN/WAN performance to ensure 99% system uptime monthly.
- Create, configure, and deactivate user accounts and emails securely, processing 100% of requests within 1 week.
- Install, configure, and repair IT equipment to maintain optimal performance, completing 95% of requests within SLA timelines.
- Log all support requests, incidents, and resolutions accurately in the IT ticketing system, ensuring 100% documentation compliance.
- Conduct preventive maintenance on IT systems and devices to avoid downtime.
- Optimize hardware and software resources to achieve 5–10% annual IT expense reduction.
- Support IT process improvements and contribute to higher service efficiency and reliability.
Bachelor’s degree in information technology, Computer Science, or related field. 1–3 years of experience in IT help desk or technical support role. Strong knowledge of Windows OS, MS Office, Active Directory, and basic networking (LAN/WAN, IP, DNS). Familiarity with IT ticketing systems (e.g., Jira, ServiceNow, Freshdesk). Excellent troubleshooting, communication, and customer service skills. Ability to manage multiple requests, prioritize effectively, and meet SLAs.