- Serve as the first point of contact for users experiencing IT issues, ensuring prompt and professional support.
- Diagnose hardware and software problems with precision, utilizing a structured troubleshooting approach.
- Document all user interactions and technical issues in the ticketing system, ensuring accuracy and completeness for future reference.
- Escalate complex issues to higher-level technical teams, maintaining communication with users throughout the process.
Desired Candidate Profile
- Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
- A minimum of 2 years of experience in an IT support or service desk role, showcasing a solid understanding of IT environments.
- CompTIA A+, ITIL Foundation, or equivalent certifications, demonstrating expertise in IT service management principles.
- Experience in a customer-centric environment, highlighting strong interpersonal skills and the ability to manage user expectations.