Qualifications & Experience.

· Bachelor’s degree in information technology, Computer Science, Information Systems, or related field.

· ITIL Foundation certification.

· Additional technical support certifications in CompTIA A+, Network+, Microsoft 365, AWS, Axure, GCP or equivalent

· Minimum 3 years’ experience in an IT Service Desk, Help Desk, or Technical Support role.

· Experience supporting business users in a professional, enterprise IT environment.

· Exposure to ITIL processes (incident, request, change management).

· Experience troubleshooting Microsoft 365, desktop/laptop hardware, and mobile devices.

A. Incident & Request Management.

· Serve as the primary contact for users seeking technical assistance through phone, email, chat, or ticketing tools.

· Log, categorise, and prioritise incidents and service requests accurately in the ITSM system.

· Resolve first-line issues and escalate unresolved problems to the appropriate support teams within SLA.

B. Technical Support & Troubleshooting.

· Provide support for end-user devices, operating systems, printers, mobile devices, and standard business applications.

· Assist users with password resets, account unlocks, access requests, and application support.

· Support remote and on-site troubleshooting using approved tools and procedures.

C. Customer Service & Communication.

· Deliver high-quality, courteous, and timely customer service to all users.

· Maintain clear communication with users regarding ticket progress, resolutions, and service interruptions.

· Ensure customer satisfaction by following up on resolved tickets and capturing feedback.

D. Knowledge & Documentation Management.

· Maintain accurate documentation of issues, solutions, and troubleshooting steps.

· Contribute to knowledge base articles and self-service guides for common user issues.

· Document all service desk processes and update procedures as needed.

E. Monitoring & Reporting.

· Monitor system alerts, outages, and performance issues, escalating critical incidents promptly.

· Assist in preparing service desk performance reports, service level compliance, and incident trends.

· Support problem management efforts by identifying recurring issues and contributing to root cause analysis.

F. Continuous Improvement.

· Recommend improvements to service desk processes, tools, and workflows.

· Participate in IT projects, system upgrades, and service improvement initiatives.

· Stay updated with new technologies and best practices relevant to end-user support.