Objective:
To provide comprehensive IT support services for client’s end-user experience, desktop support, basic network troubleshooting, and reporting, ensuring smooth and efficient operations. The IT Helpdesk Support Engineer will deliver timely, high-quality service to maintain and enhance the overall IT experience for end users.
Key Responsibilities
1. End-User Experience & Desktop Support
· Provide first-line support to client’s employees for all IT-related issues, including software, hardware, and peripheral troubleshooting.
· Set up and maintain desktops, laptops, and mobile devices, ensuring compliance with client’s IT standards.
· Assist with onboarding and offboarding processes, including user account setups, profile configurations, and deactivation of accounts.
· Troubleshoot and resolve technical issues both in-person and remotely, focusing on minimizing downtime and disruptions to business operations.
· Offer project support and solutions to enhance user experience, ensuring high customer satisfaction levels.
2. Basic Network Support
· Perform initial network troubleshooting (connectivity issues, VPN, Wi-Fi, etc.) and escalate unresolved problems to the network team.
· Collaborate with network administrators to ensure a stable and secure user environment.
3. Reporting and Documentation
· Log and manage helpdesk tickets efficiently in the ticketing system, tracking status, resolution times, and user satisfaction.
· Provide regular reports on helpdesk activities, common issues, resolution times, and trends to the User Experience Lead.
· Maintain clear and accurate documentation of procedures, resolutions, and frequently asked questions for both users and the support team.
4. Service Level Expectations
· Respond to user requests promptly, aiming for first-time resolution where possible.
· Prioritize and escalate issues according to defined service levels and criticality of business impact.
· Ensure high availability and excellent customer service to all client’s employees, fostering a positive user experience.
5. Overtime, Public Holidays, and Weekends
· If required to work overtime, weekends, or public holidays, the engineer must seek prior approval from the User Experience Lead.
Reporting Line:
The IT Helpdesk Support Engineer will report to the User Experience Lead, aligning with organizational objectives and enhancing end-user satisfaction.
Customer Focus:
The engineer will maintain a customer-centric approach in all interactions, emphasizing proactive communication, empathy, and efficient problem resolution to meet user needs and exceed expectations.