Full-Time - Staff IT Service Desk
Job Description
Core Responsibilities:
Troubleshooting and Problem Resolution:
Diagnose and resolve hardware, software, and network problems.
Assist users with technical issues, guiding them through solutions.
Escalate complex issues to higher-level support when necessary.
User Support:
Respond to user inquiries via phone, email, chat, or in-person.
Provide clear and concise instructions to users.
Maintain a positive and helpful attitude.
Documentation and Knowledge Management:
Document solutions and procedures for future reference.
Update knowledge base with new information.
Incident and Service Request Management:
Log and track incidents and service requests.
Prioritize and manage workload effectively.
Ensure timely resolution of issues.
Communication and Collaboration:
Communicate effectively with users and other IT team members.
Provide regular updates on issue status.
Collaborate with other IT teams to resolve complex issues.
Proactive IT Management:
Identify potential issues and recommend preventative measures.
Contribute to the improvement of IT processes and procedures.
Security:
Adhere to security protocols and policies.
Help users understand and follow security best practices.
Vocational courses are accepted.
