Intermediate Professional, Help Desk

Responsibilities

• Installing and configuring computer hardware, software, systems, networks, printers, and telephone system.
• Installing and configuring of windows 11 Operating systems.
• Monitoring and maintaining computer systems and networks.
• Diagnosing and resolving hardware, software, networking, and system issues when they arise.
• Able to resolve computer peripherals issues.
• Replacing and upgrading defective or outdated components when necessary.
• Providing technical support across the company (this may be in person or over the phone)
• Respond to requests from end users, managers, developers, and team members for specific IT Hardware and software information.
• Direct unresolved issues to the next level of support personnel.
• Help to create technical documentation and manuals.
• Implement best practices for scalability, supportability, ease of maintenance, and system performance.
• Addressing major incidents user tickets regarding hardware, software and networking
• Incident and service request Management
• Guide users with simple, step-by-step instructions.
• Follow up with clients to ensure their systems are functional.
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Coordinate with HR and relevant departments to receive new joiner details in advance.
• Configure and set up workstations, laptops, and other necessary IT equipment. Install required software, applications, and security protocols.
• Conduct a thorough quality check to ensure the equipment is fully operational.
• Wipe and reformat the equipment for reuse or disposal, following company policies.
• Coordinate the return of all IT equipment from the leaver.
• Technical Experience: -
• Knowledge of ServiceNow Ticketing tool.
• Applications – Core, Business & Corporate Application Troubleshooting