IT SERVICE DESK TECHNICIAN

•    Provide 1st and 2nd level technical support to internal stakeholders and customers experiencing hardware, software, audiovisual (AV), and network-related issues.

•    Troubleshoot and resolve technical problems experienced by end-users on PCs, laptops, and mobile devices by identifying root causes, analysing issues, and implementing effective solutions.

•    Install, configure, maintain, and support computer hardware, software applications, and IT equipment to ensure optimal system performance and user productivity.

•    Develop and implement appropriate solutions for computer-related issues and proactively resolve incidents as they arise, while keeping users updated on the status of their tickets and confirming successful resolution.

•    Ensure consistent adherence to IT Service Management (ITSM) processes by accurately logging, tracking, escalating, and closing incidents and service requests within agreed SLA timelines to suppo...