- Serve as the first point of contact for IT support via phone, email, or ticketing system.
- Log, track, and manage incidents and service requests using tools like ServiceNow.
- Provide Level 1 (L1) support for hardware, software, and network-related issues.
- Diagnose and resolve issues or escalate to higher-level support teams when required.
- Install, configure, and maintain desktops, laptops, printers, and mobile devices.
- Assist users with password resets, system access, and application troubleshooting.
- Follow standard operating procedures (SOPs) and ITIL best practices.
- Maintain accurate documentation of incidents, resolutions, and knowledge articles.
- Ensure timely ticket resolution in alignment with defined SLAs.
- Deliver high-quality customer service and ensure positive user experience.
Required Qualifications:
- Strong communication skills (neutral English accent preferred).
- Experience with ticketing tools (e.g.,
ServiceNow or similar).
- Familiarity with contact center / helpdesk operations.
- Basic knowledge of:
- Windows OS / Mac OS.
- Microsoft Office Suite.
- Networking fundamentals (LAN/Wi-Fi/VPN).
- Understanding of ITIL framework (preferred).
Technical Skills & Experience:
- Proficiency in ServiceNow or similar ticketing tools.
- Hands-on experience with contact center / helpdesk operations.
- Understanding of ITIL framework.
- Basic knowledge of:
- Windows OS / Mac OS.
- Microsoft Office Suite.
- Networking fundamentals (LAN/Wi-Fi/VPN).
- Experience with desktop management tools (e.g., SCCM).
Preferred Qualifications:
- Robust problem-solving and analytical skills.
- Ability to work under pressure and meet SLA targets.
- Customer-first mindset with attention to detail.
- Team player with a proactive attitude.