End User Support
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Provide first-level (L1) support for hardware, software, operating systems, printers, scanners, and peripheral devices.
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Log, categorize, prioritize, track, and resolve incidents and service requests through the ticketing system.
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Perform basic troubleshooting for desktops, laptops, applications, email, Teams, VPN, Wi-Fi, and network connectivity issues.
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Escalate unresolved issues to the IT Infrastructure SME as per the defined escalation process.
Endpoint Management
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Provision and configure laptops, desktops, and peripherals.
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Perform software installation, updates, and standard configuration activities.
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Assist with patch deployment and endpoint compliance activities.
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Maintain endpoint inventory and asset records.
Identity & Access Management
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Create, modify, and disable user accounts as approved.
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Support password resets, MFA enrollment, and user onboarding/offboarding activities.
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Execute Joiner, Mover, and Leaver (JML) activities as per approved procedures.
Collaboration & Communication Support
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Support Microsoft Outlook, Teams, OneDrive, SharePoint, Zoom, and other collaboration tools.
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Assist users with mailbox access, shared folders, distribution lists, and conferencing issues.
Operational Activities
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Perform daily health checks of endpoints and critical services.
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Coordinate with vendors for hardware replacements and support calls.
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Support IT asset audits and inventory verification.
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Maintain documentation related to tickets, installations, and user support activities.
Reporting
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Update ticket status and maintain SLA compliance.
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Provide inputs for monthly service reports and operational reviews.
