IT Support
Summary
First-level IT service desk role: handle tickets and end-user support for Windows laptops, Microsoft 365 (Outlook, Teams), and peripherals, escalating complex issues to Level 2. Also covers onboarding/offboarding, knowledge base upkeep, and IT asset inventory within SLA targets.
Salary: $2,500 – $3,300 per month
Service Desk Operations
Serve as the first point of contact for IT incidents and service requests via phone, email, chat, or ticketing systems.
Log, categorize, prioritize, and track tickets through to resolution.
Provide first-level troubleshooting and support for hardware, software, and connectivity issues.
Escalate unresolved issues to Level 2 support teams as required.
Follow up with users to ensure incidents and requests are resolved satisfactorily.
End User Support
Support Windows laptops, Microsoft 365 applications, Outlook, Teams, and standard business applications.
Assist users with password resets, account unlocks and access-related requests.
Support printers, meeting room equipment, mobile devices, and peripheral devices.
Assist with user onboarding, offboarding, and workstation setup.
IT Operations
Monitor ticket queues and ensure service requests are handled within agreed SLAs.
Maintain accurate records of incidents, requests, and resolutions.
Create and update knowledge base articles and user guides.
Assist in IT asset inventory management and equipment deployment.