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Responsibilities:
• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.
• Record, categorize, and prioritize incidents and service requests in the ITSM system.
• Provide basic troubleshooting for end-user issues including hardware, software, printer, network connectivity, and user applications.
• Assist in password reset, account unlock, and basic user access support.
• Escalate unresolved issues to Level 2/3 support teams following defined procedures.
• Follow up on open tickets to ensure timely resolution and user satisfaction.
• Provide remote support to users in local and regional offices (ENG communication as needed)
• Create and update knowledge base articles and user guides.
• Prepare daily/weekly reports on ticket status, trends, and recurring issues.
• Coordinate with vendors for hardware or software repairs when necessary.
• Support onboarding/offboarding processes (account setup, device preparation)

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or related field.
• 1–2 years of experience in IT Helpdesk, IT Service Desk or IT Support.
• Good communication skills in English (email communication, understanding technical descriptions, and basic conversation)
• Basic knowledge of Windows OS, Microsoft Office, Outlook, and common workplace applications.
• Ability to analyze and troubleshoot common end‑user issues logically.
• Service-minded, patient, and able to work well under pressure.
• Good interpersonal skills and ability to coordinate with multiple teams.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk, Freshservice) is an advantage.