Found Description
Job Description
Key Responsibilities
- Provide first-line technical support for end users via ticketing systems, phone, chat, and email.
- Troubleshoot and resolve Microsoft Windows operating system issues.
- Support and troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
- Diagnose and resolve software-related incidents and application issues.
- Perform basic network troubleshooting and connectivity diagnostics.
- Escalate complex issues to second-line support teams when required.
- Document incidents, troubleshooting steps, and resolutions accurately within the ticketing system.
- Follow IT service management processes and SLA requirements.
- Assist users with account-related issues, access requests, and basic system configurations.
- Provide excellent customer service and maintain effective communication throughout the support process.