Providing frontline assistance to end- users, attending to queries, troubleshooting technical issues, and resolving hardware, software, or network related problems.
Installing, updating, and/or configuring software applications on users devices, ensuring they have the necessary tools to perform their tasks efficiently.
Maintaining and troubleshooting hardware faults on devices such as computers, laptops, printers, scanners and other peripherals.
Monitoring and troubleshooting network-related issues, including connectivity problems, internet outages, and LAN/WAN performance degradation.
Creating, updating and managing user accounts on various systems and applications, including password resets and access permissions.
Implementing/maintaining IT security measures to protect systems and data from potential cyber security threats, including installing and updating antivirus software and conducting periodic security audits.
Ensuring data integrity and implementing backup/recovery procedures to prevent data loss. Additionally, helping users recover lost or corrupted data when required.
Assist users with mobile device setup, configuration and troubleshooting issues, including but not limited to email synchronization and app installations.
Provide assistance to issues raised by remote or off-shore employees, analyze and resolve issues via remote access tools or phone support.
Maintaining an inventory of hardware and software assets, tracking asset status and managing hardware and software licenses.
Creating and updating documentation for common IT procedures, troubleshooting guides and system configurations to assist users.
Conducting training sessions or creating resources to educate users on IT best practices, software usage, and security awareness.
Liaising with third-party vendors on hardware, software and services related queries/requirements, including support contracts and warranty claims.
Ensure IT practices and procedures comply with relevant regulations and internal policies.
Identifying areas of improvement in IT support processes and implementing changes to enhance efficiency and user satisfactions.
