Key Responsibilities
First-Line Technical Support & Triage
Serve as the primary point of contact for IT support requests received via phone, email, chat, and self-service portal.
Log, categorize, and prioritize all incoming incidents and service requests in ServiceNow following ITSM standards.
Diagnose and resolve common technical issues, including:
Password resets and account unlocks (Active Directory / Azure AD)
Basic Windows 10/11 operating system issues
Microsoft 365 (Outlook, Teams, OneDrive) basic usage and configuration
Hardware issues: laptops, desktops, printers, and peripherals
Basic network connectivity (WiFi, VPN client, shared drives)
Software installation and licensing requests
Follow documented knowledge base articles and SOPs to resolve issues consistently.
Escalate unresolved or complex incidents to Level 2 technicians with clear, complete documentation.
Service Management
Maintain accurate and detailed ticket records throughout the incident lifecycle.
Meet established response time SLAs and customer satisfaction targets.
Provide timely updates to end users on the status of their requests.
Assist in managing ticket queues and ensuring no requests are left unattended.
End-User Support & Communication
Deliver friendly, patient, and professional support to users across office, plant, and field environments.
Guide non-technical users through troubleshooting steps using clear, jargon-free communication.
Support onboarding activities including account setup, device preparation, and application access provisioning.
Documentation & Knowledge Sharing
Contribute to and maintain the internal knowledge base by documenting resolutions and frequently asked questions.
Flag recurring issues to team leads for root cause analysis and process improvement.
Qualifications
Required
0–2 years of IT support, helpdesk, or customer service experience (internships and academic experience considered).
Basic knowledge of Windows 10/11 and Microsoft 365 applications.
Familiarity