Job Description:

• Provide expert technical support and assistance to end-users.
• Diagnose and resolve hardware, software, and network issues promptly to minimize downtime and disruptions.
• Interact with end-users in a professional, courteous manner, delivering excellent customer service and maintaining a positive attitude.
• Log, track, and manage user-reported issues using our ticketing system, ensuring accurate documentation of interactions and solutions.
• Collaborate with cross-functional IT teams to troubleshoot and resolve technical problems effectively.
• Responsible for software installations, updates, and configurations to ensure smooth system operation.
• Contribute to the organization's knowledge base by documenting solutions and best practices.
• Generate and analyze service desk performance reports, identifying trends and areas for improvement.
• Suggest and implement process enhancements to optimize IT service desk operations.

Qualifications:

• Bachelor’s degree in information technology or related field preferred.
• Minimum of 2 years of experience in an IT service desk or technical support role.
• Excellent Command of English is a Must
• Proficiency in troubleshooting hardware, software, and network issues across various platforms.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Customer-focused attitude with outstanding interpersonal skills.