Deskripsi Pekerjaan

First-Level Support Act as the initial point of contact for IT-related issues, providing prompt assistance via phone, email, chat, or in-person. Diagnose and troubleshoot basic technical issues, escalating complex problems to the appropriate support teams. Maintain detailed records of user interactions, documenting issues and resolutions. Ticket Management & Assignment Log and categorize incoming tickets, ensuring they are assigned to the appropriate IT personnel for resolution. Track and follow up on open tickets to ensure timely resolution and user satisfaction. Onboarding & Offboarding Management Oversee employee onboarding, including provisioning user accounts, setting up hardware, and installing software. Ensure proper offboarding procedures, including revoking access, retrieving assets, and updating records. Documentation & Knowledge Management Create and maintain knowledge base articles, FAQs, and troubleshooting guides for common issues. Contribute to IT documentation to improve efficiency and reduce repeated inquiries. Technical Troubleshooting Assist users with password resets, software installations, network connectivity, and system access issues. Support remote users in troubleshooting VPN and other remote access issues. ITIL & Service Delivery Follow ITIL best practices for incident and request management. Ensure adherence to IT policies and security protocols when assisting users. Technical Skills Basic knowledge of Windows, macOS, Microsoft 365, Active Directory, and ticketing systems (e.g., Jira Service Management). Familiarity with network troubleshooting, including VPN and internet connectivity issues. Ability to follow standard operating procedures (SOPs) and escalate issues appropriately.