Provide 1st and 2nd level support for end-user computer devices, applications and other peripherals.
Maintain incident records and ensure timely resolution.
Point of escalation for difficult or complex problems.
Provide 1st level IT infrastructure support.
Works with vendor support contacts to resolve technical issues.
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
Maintain SLA and ensure service quality.
IT asset management
Job Requirements:
Diploma or equivalent education in Information Technology or related
At Least 3-5 years of Desktop Support Experience
Experience working in an ITIL- Driven Environment and knowledge of ITIL Principles and processes with strong knowledge in incidents, change, configuration management, adherence processes, best practices and policies.
Good understanding of Network and Infrastructure technologies (server, storage, switches, routers and patching)
