Key Responsibilities
Answer and direct incoming IT support calls and emails.
Create and manage service cases in the ticketing system.
Provide basic troubleshooting for common IT issues (e.g., password resets, connectivity problems).
Escalate more complex technical issues to the appropriate IT teams.
Assist with minimal hands-on IT tasks, such as setting up workstations or peripherals.
Perform clerical and administrative duties, including data entry, maintaining IT inventory records, and organizing documents.
Schedule IT-related appointments and coordinate meetings.
Assist with procurement and tracking of IT supplies and equipment.
Maintain documentation of common support issues and resolutions.
Qualifications
Strong customer service and communication skills.
Basic understanding of IT systems, hardware, and software.
Experience with ticketing systems and service desk operations is a plus.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Ability to multitask, prioritize requests efficiently, and stay organized.
Problem-solving mindset with attention to detail.