1- Technical Support:
- Respond to and resolve end-user issues related to hardware, software, and
network connectivity. - Troubleshoot and diagnose problems with desktops, laptops, printers and other
IT equipment. - Assist with the installation, configuration, and setup of software applications and
IT systems. - Provide guidance and support for operating systems (Windows and MacOS) and productivity tools (e.g., Microsoft Office, Google Workspace).
2- Ticket Management:
- Manage and prioritize incoming support requests through Tawasol (ITSM).
- Provide timely updates and communicate with users regarding the status of their
support requests. - Ensure tickets are resolved within the agreed-upon service level agreements
(SLAs).
3- Remote Support:
- Offer remote support to users for troubleshooting and resolving technical issues.
- Use SCCM to diagnose and fix problems without requiring in-person intervention.
4- User Training and Guidance:
- Provide training and guidance to end-users on the use of hardware, software,
and IT systems. - Create and maintain user manuals, FAQs, and knowledge base articles for
common technical issues.
5- System Maintenance and Updates:
- Ensure end-user systems and software are up to date with the latest patches,
updates, and security measures. - Assist in the installation and configuration of new hardware, software, and IT
infrastructure.
6- Collaboration:
- Collaborate with other IT teams (e.g., network, security, or system administrators)
to resolve complex issues. - Work closely with management to improve IT processes, user experience, and
customer satisfaction.
7- Hardware and Software Inventory Management:
- Maintain an inventory of IT hardware and other resources by Tawasol- Asset
management. - Track and manage equipment for end-users, ensuring proper asset
management.
8- Incident and Problem Resolution:
- Record and escalate unresolved issues or recurring problems to appropriate
technical teams. - Perform root cause analysis to help prevent future occurrences of common
issues.