1.Incident Management:
Respond to and resolve desktop support tickets within the defined SLA.
Provide first-line support for hardware, software, and peripheral issues.
Escalate unresolved issues to the L2 engineer or relevant teams.
2.Hardware and Software Support:
Perform basic troubleshooting of desktops, laptops, printers, and peripherals.
Install, configure, and maintain operating systems and standard software
applications.
Replace or repair hardware components as needed.
3.User Support:
Assist users with login issues, software installations, and basic application
troubleshooting.
Provide support for email configuration and access.
Guide users on IT policies and best practices.
4.Asset Management:
Maintain inventory of IT assets such as desktops, laptops, and peripherals.
Perform routine health checks of IT equipment.
5.Network Connectivity:
Troubleshoot basic network connectivity issues, including LAN, Wi-Fi, and
VPN.
Support basic configuration of network printers.
6.Documentation and Reporting:
Log and document all incidents and resolutions in the ticketing system.
Provide daily and weekly status reports to the IT supervisor.