About the Role
Responsible for providing first-level and advanced technical support to end-users by diagnosing and resolving issues related to hardware, software, network connectivity, and Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive, ensuring timely resolution of incidents in compliance with service level agreements (SLAs), effective management of user accounts and permissions, and maintains accurate documentation of all transactions.
Responsibilities
- Provide day-to-day IT help desk support by diagnosing, resolving, and documenting incidents and service requests in accordance with established procedures and SLAs.
- Manage and update tickets accurately by capturing complete and relevant information, applying appropriate categorization and prioritization, and ensuring timely resolution or escalation.
- Perform basic to intermediate troubleshooting across applications, systems, endpoints, and connectivity issues using approved tools, documentation, and knowledge bases.
- Collect, validate, and relay technical and business information from users and stakeholders to support accurate issue resolution and data-driven reporting.
- Support incident response and SLA monitoring by tracking resolution timelines, flagging risks or delays, and escalating incidents in line with defined thresholds.
- Ensure data privacy and security compliance by following access controls, data handling standards, and confidentiality requirements during all support activities.
- Utilize client support management (CSM) and ticketing tools to extract predefined reports, apply basic filters, and identify simple trends in ticket history and service demand.
- Maintain professionalism and composure when handling customer interactions, ensuring clear communication, empathic listening, and consistent service quality in high-pressure situations.
Qualifications
- Bachelor's degree or completed coursework in Information Technology, Computer Science, Information Systems, or a related technical field.
- 13 years of experience in an IT Help Desk, Service Desk, or Technical Support role, preferably in a shared services, BPO, or client-facing environment.
- Working knowledge of ticketing systems and ITSM tools (e.g., ServiceNow, Zendesk, Freshservice, Jira), including ticket documentation, prioritization, and escalation.
- Basic to intermediate understanding of operating systems, applications, and networking concepts, with the ability to follow troubleshooting workflows and SOPs.
- Familiarity with SLAs, incident response processes, and service metrics, including tracking resolution times and identifying potential breaches.
- Exposure to client support management (CSM) tools, with the ability to generate predefined reports and perform basic trend analysis.
- Awareness of IT governance, data privacy, and information security principles, including proper handling of personal and confidential data.
- Strong written and verbal communication skills, with the ability to gather accurate information, explain solutions clearly, and collaborate with internal and external stakeholders.
