Service Delivery
6 days ago
General Description
. Provide first-level technical support to end-users for desktop and laptop hardware, software, basic infrastructure, and network issues.
. Diagnose and resolve issues related to desktops, laptops, printers, peripherals, basic infrastructure, and network connectivity.
. Install, configure, and maintain desktop operating systems, applications, and network drivers.
. Perform preventive maintenance, upgrades, and software installations on desktops, laptops, and network devices.
. Follow ITIL processes for incident, problem, and change management.
. Assist with basic infrastructure and network troubleshooting, escalating complex issues to the appropriate teams.
. Maintain accurate and up-to-date records of all desktop, infrastructure, and network-related activities.
. Ensure compliance with IT policies and procedures.
. Assist with the management of the asset inventory for desktops, laptops, and network devices.
. Provide training and support to end-users on the use of desktops, laptops, and basic network connectivity.
. Any other task assigned by the reporting manager or team lead.
Work Experience
. 2-3 years of experience in desktop support, maintenance, and basic infrastructure/network troubleshooting.
. Knowledge of ITIL processes and practices.
. Basic understanding of infrastructure and network concepts, including TCP/IP, DNS, DHCP, and network protocols.
. Strong technical knowledge of desktop operating systems, applications, and hardware.
. Excellent problem-solving and troubleshooting skills.
. Strong communication and customer service skills.
. Ability to work independently as well as in a team environment.
. Flexibility to work outside of normal business hours, if required.
Education Requirement
. Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), ITIL Foundation Certification, or basic networking certifications (e.g., CCNA) is a plus.
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