Role Overview:
Deskside Administrator shall deliver friendly, hands‑on support to end users. This is an entry‑level role where he/she will respond to incidents and service requests, troubleshoot common hardware and software problems, assist with device setup/imaging and lifecycle activities, and perform basic user administration tasks (password resets, access requests) following established SOPs. He/She will escalate complex issues to senior staff, help maintain asset records, update simple documentation, and communicate clearly with users and team members to ensure timely resolution.
Key Responsibilities:
1) End-User Support
- Provide basic deskside and onsite support for desktops, laptops, printers, and peripherals
- Respond to IT incidents and service requests logged via the service desk system
- Troubleshoot common hardware and software issues under guidance
- Support Microsoft Windows operating systems and standard office applications
- Escalate unresolved issues to senior engineers or specialist teams
2) Device Setup & Maintenance
- Assist with setup, installation, and replacement of end-user devices
- Support device imaging and configuration following standard procedures
- Help maintain IT asset records and inventory tracking
- Assist with user onboarding and offboarding activities
3) User Administration
- Support basic user account activities such as password resets and access requests
- Follow defined IT security and access procedures
4) Documentation & Operations
- Follow standard operating procedures (SOPs) and support guidelines
- Assist in updating user guides and basic documentation
5) Customer Service
- Provide friendly, professional, and responsive support to users
- Communicate clearly with users on issue progress and resolution
- Work collaboratively with IT team members
Requirements:
- ITE or Diploma in Information Technology or related discipline
- Preferably 2 years of experience in IT support or helpdesk role (fresh graduates welcome)
- Internship or school project experience in IT support is an advantage
- Basic knowledge of Microsoft Windows 10 / 11
- Familiarity with Microsoft Office applications
- Understanding of desktop and laptop hardware
- Basic knowledge of printers and connectivity issues
- Willingness to learn and take guidance
- Good communication and interpersonal skills
- Customer-oriented mindset
- Responsible, reliable, and team-oriented
- Office hours with occasional after-hours support required
- Entry-level IT certifications such as CompTIA, Microsoft Fundamentals, or ITIL Foundation will be advantageous
