Deliver efficient and effective technical support to end-users

Task Description
First-Line Support Provide first-line technical support to end-users via phone, email, or ticketing system.
Respond to inquiries, troubleshoot issues, and resolve problems related to hardware, software, and network connectivity.
Ticket Management Log and prioritize support tickets in the helpdesk ticketing system.
Assign tickets to appropriate technicians or escalate to higher-level support teams as needed.
Ensure timely resolution of tickets according to service level agreements (SLAs).
Hardware and Software Troubleshooting Diagnose and troubleshoot hardware and software issues on desktops, laptops, printers, mobile devices, and other peripherals.
Perform remote troubleshooting or provide guidance for users to resolve issues independently.
User Account Management Manage user accounts, permissions, and access rights in active directory or other identity management systems.
Reset passwords, unlock accounts, and configure user profiles as needed.
Software Installation and Configuration Install, configure, and update software applications on end-user devices.
Provide guidance on software usage and configuration settings to ensure optimal performance and user satisfaction.
Maintenance and Inventory Management Perform routine maintenance tasks, such as upgrades, patches, and driver installations.
Maintain accurate records of inventory, including asset tracking and disposal processes.
Remote Desktop Support Use remote desktop tools to provide assistance to users located off-site or in remote offices.
Troubleshoot network connectivity issues and configure VPN connections for remote access.
Documentation and Knowledge Base Maintenance Document troubleshooting procedures, solutions, and best practices for future reference.
Contribute to the development and maintenance of a knowledge base to empower users to resolve common issues independently.
Collaboration and Escalation Collaborate with other IT teams, vendors, and external service providers to resolve complex technical issues.
Escalate unresolved issues to higher-level support teams or management for further investigation and resolution.