Associate - IT Service Desk

Key Responsibilities:
• Technical Support: Provide first- level support for hardware, software, and network issues, including Windows OS, macOS, Office 365, VPN, printers, and enterprise applications.
• Documentation: Maintain detailed records of incidents, service requests, and resolutions for future reference and reporting.
• Device & Account Setup: Assist with onboarding/offboarding tasks, including user setup, asset provisioning, and configuration of new devices and accounts.
• User Training & Communication: Provide guidance and training to end- users on effective use of technology resources; keep users informed on the status of their requests.
• Continuous Learning: Stay current with technological advancements, best practices, and the organization’s IT standards, including trends in digital tools, AI, and data analytics.
• Collaboration: Work closely with IT team members to support technology upgrades, implementations, and continuous improvement initiatives.
• Ticket Management: Manage and track service requests, incidents, and problems using a ticketing system, ensuring timely resolution and adherence to SLAs.
• Troubleshooting & Escalation: Diagnose and resolve technical issues; escalate complex problems to Level 2 support or appropriate teams when necessary.
• First Point of Contact: Serve as the initial contact for end- users seeking technical assistance via phone, email, chat, ticketing system, or in person.
• Policy Compliance: Follow established IT policies, procedures, and security standards.

13th month salary and bonus
Working Laptop
Professional training international environment

Cập nhật gần nhất lúc: 2025-10-05 20:35:02