Helpdesk Support

Provide onsite technical support for end-user IT issues, Microsoft 365 applications, and meeting room systems. The role covers deskside support, incident resolution, device setup, user onboarding/offboarding, and ensuring meeting rooms function properly for business operations.

Responsibilities

• Provide onsite support for laptops, desktops, printers, peripherals, and software issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Troubleshoot meeting room AV and conferencing issues including Teams Rooms, displays, microphones, cameras, and screen sharing.
• Log and manage incidents/service requests in ITSM tools.
• Support user onboarding/offboarding and device setup.
• Maintain IT asset inventory and coordinate hardware replacements.
• Escalate complex issues to relevant teams/vendors.
• Enhanced IT security and vulnerability patch management for all end-user IT devices.
• Enhancing the AI helpdesk capabilities to improve the workflow and automation on routine IT.
• Analyzing the helpdesk tickets and Microsoft Intune metrics to understand the recurring problem to provide improvement solutions.
• Reworking IT SOP documentation to improve end-user experience.
• End-user IT operations & Support.
• Microsoft M365 ecosystem, including Copilot support.
• SharePoint-related requests and enhancements.
• Ongoing IT infrastructure improvement initiatives (server room and office network).
• Dedicated support for VIP users.