IT Helpdesk support will act a first line of support, also will play key role in monitoring the effectiveness of IT support activities, and in assessing the need for additional IT support resources based on incident type, criticality, resolution time, etc.
the IT support personnel will provide immediate IT support services to end users through the Service Desk ticketing system, e-mails and telephone to resolve their requests, problems, and incidents.
Act as a single point of contact for all IT related issues at Business Innovation park and other site as required.
Assist user with all problems associated with applications, network connectivity, and / or hardware issues as needed
Performs all duties Provide technical support for reported issues, log calls, emails and verbally communicated issues to have a single source of IT issues (problems, incidents, ideas, queries, potential enhancements, etc.).
Provide first line IT-helpdesk support to employees by performing first level support duties on (but not limited to)
End user hardware (including computers, printers, scanners etc.)
Application and Software support.
PC / User administration and management.
LAN / WAN basic troubleshooting.
Cloud and MS applications support.
Implement hardware / software installations / upgrades and patch upgrades for end users.
Supporting meeting and AV solutions.
Dealing with hardware and application support queries and issues reported to the support desk
Review content of captured issues to assess for completion, e.g. priority, clarity, impact, subject matter, etc. to direct to the appropriate support resource.
Direct issues / calls to appropriate support contacts and provide 1st line support for rapid issue resolution where possible in order to provide a rapid and effective service to end users.
Coordinate arrangements for external technical support where problems cannot be resolved in house, based on instructions from IT Operation Manager or IT Director.