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Job Purpose:​​

To ensure that users and computers problems in HQ and DC has been solved as a first line of contact through using a knowledge base tool to resolve first tier requests as per the predefined MTTR, or redirect it to the proper team on various software applications, hardware and network to provide the highest level of customer service. ​

Key Accountabilities

• Receive and log user incidents and service requests to ensure accurate tracking and timely response in line with IT service management standards.

• Resolve first-level technical issues related to software, hardware, and network systems to restore user productivity within the defined MTTR.

• Utilize the knowledge base and troubleshooting tools to provide effective and consistent first-line support to end users.

• Escalate unresolved or complex issues to second-line support teams to ensure timely resolution and minimal business disruption.

• Monitor open service tickets to ensure adherence to service level agreements (SLAs) and prompt follow-up with users.

• Communicate with end users regarding incident progress, resolutions, and preventive recommendations to enhance user satisfaction and trust in IT support services.

• Document recurring issues and solutions in the knowledge base to support continuous improvement and faster future resolutions.

• Coordinate with infrastructure and application teams to identify root causes and recommend corrective or preventive measures.

• Assist in the deployment and configuration of end-user devices and software to ensure proper functionality and standardization across the organization.

• Support IT service improvement initiatives to enhance operational efficiency and service quality within the Infrastructure & Operations unit.