Resposibilities:- Receive and log service request tickets. - Work with our clients to resolve issues in a quick and friendly manner. - Support, troubleshoot, resolve and/or escalate received requests. - Assist clients with basic software installation and training. - Use our ticketing system to work on and resolve helpdesk tickets & service requests. - Ensures accurate logging incidents, service requests, access requests, and changes. - Make sure that tickets are followed up on promptly. - Maintains full ownership of tickets through its lifecycle and Incident Management process. - Ensuring all process elements, including Major Incident Management, are implemented and operationally managed.- Follow the system change management cycle in all relevant changes and ensure that required documentations communication and approvals are in place before executing a change.- Create and maintain documentation for all client-related processes. - Eiffectively and positively communicate with all IT team members, clients and stockholders. - Identify and communicate potential risks with possible mitigations to Head of IT. - Communicate possible changes in related IT services to the Head of IT to ensure full alignments before execution. - Provides reports to an agreed schedule (or on request), including management summary, KPIs, and detailed performance reports. - Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks. - Follow all our security procedures and keep a vigilant eye for security issues. - identify opportunities for improvement and make constructive suggestions for change. - Contribute to the process of innovative change effectively. - Undertake other duties as required by the area leader or Head of IT. - Maintains the Lessons Learnt Log. - Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users' technical problems and provide information and status as requested.

ResponsibilitiesServe as the first point of contact for end users seeking technical assistance over the phone, ticketing system, and emails.Perform remote troubleshooting through diagnostic techniques and pertinent questionsExperience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLANs, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.Determine the best solution based on the issue and details provided by end usersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update end user’s status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements in proceduresManage PC setup and deployment for new employees using standard hardware, images and softwarePerform timely workstation hardware and software upgrades as requiredDiagnosing and solving hardware/software faultsManaging and troubleshooting any end-user equipment printers, scanners and VCResponsible to track assets and document the detailsFollows and implements the company’s data security rules