Areas of responsibility and tasks

• Install, configure, and troubleshoot desktop hardware, printers (local and network), peripheral devices, iPads, iPhones, and Android devices. 
• Manage IT assets for employees using the designated asset management tool.
• Create and maintain folders on file shares, including access and permission management.
• Assist users with Outlook email configuration and resolve Microsoft Office–related issues.
•  Log, track, and resolve incidents and service requests using the IT ticketing tool, escalating as required.
• Coordinate with hardware vendors (e.g., Dell, Lenovo) for warranty, repairs, and replacements.
• Provide logistical support for onboarding, including setup and distribution of new computers and peripherals.
• Handle inbound user calls and provide first‑level IT support in a timely and professional manner.

Competencies

• Act as the first point of contact for IT support, ensuring timely and effective issue resolution.
• Appropriately diagnose issues and escalate unresolved cases per defined support processes.
• Guide users through troubleshooting with a clear, professional, and customer‑focused approach.
• Collaborate with Global IT Operations to resolve known and escalated issues.
• Demonstrate a strong service mindset, ownership, and accountability.
• Deliver high‑quality customer service and consistently meet user expectations.
• Support continuous improvement of help desk procedures and documentation.
• Working knowledge of Microsoft O365 and SCCM is an advantage.
• Willingness to work in an 18×5 rotational shift model with strict shift adherence.
• Maintain punctuality and proactively plan leaves to ensure service continuity.
• Strong English communication and client‑facing skills.

Qualifications, Skills & Experience

• Diploma/Bachelor’s in computer science or equivalent.IT trainings and knowledge are also accepted.
• 1-2 year of experience in IT, can be a freelancer with higher experience, should be willing to join as Trainee.