Your role
The first point of contact for users having IT issues. Primary responsibility is to log a call, perform basic troubleshooting, fix the problem when possible, or escalate tickets to other technicians.
Handling service requests related to business technology including desktop and laptop workstations and peripherals, printers, networks, and other hardware and software needs.
This is a busy and fast-paced environment; challenging but exciting. Collaborating with other team members as well as handling a high volume of independent work. We require the “Can Do” attitude and the ability to quickly adapt to new circumstances and manage multiple daily tasks and deadlines.
What you’ll be doing

Key accountabilities

• Your primary role is to provide technical support to users that may be on-site or working remotely on various software, hardware, or connectivity problems.
• You will answer incoming phone calls to IT helpdesk from business colleagues and handle them in a timely manner.
• You will handle user access requests to the business applications.
• You will be working mainly on a Microsoft Windows environment on a complex IT infrastructure.
• You will participate in projects that may have strict deadlines and may require off-hours work.
• Document, track, and monitor problems to ensure a timely resolution.
• Keep business clients informed on the progress of their request/incident.
• You will need to be in the office to fulfil your daily duties (no remote working).

Required skills and experience

• Experience in PC hardware troubleshooting and problem-solving.
• Experience supporting desktop applications.
• Able to install, configure, upgrade, and relocate PC hardware, software, and print devices.
• Active Directory administration, password resets, new user setup, off-boarding tasks.
• Provide access to business applications and software installation.
• Administration of network shares and file access management.
• Administration and support of Windows 10 & 11.
• Basic administration of Exchange Server.
• Configuration of user and shared mailbox access.
• Configure Android and iPhone mobile phones for business use.
• Experience with IT Service Management tools, like ServiceNow.
• Ability to understand and follow technical procedures and policies.
• Document procedures and update the Assets inventory.
• Be attentive to details, organized, and methodical.
• Awareness of data privacy and IT security.
• Be technically curious and have a Continuous Improvement mindset.

LI-KM1

Please refer the Job description for details