Key Responsibilities:

• Provide first-line technical support via phone, email, or chat for software, hardware, network, and system-related issues.
• Diagnose and troubleshoot issues with end-user devices such as desktops, laptops, mobile devices, and peripherals.
• Oversee user device onboarding and offboarding, ensuring proper setup, configuration, and data security.
• Maintain and troubleshoot office meeting rooms and audio-visual equipment, including projectors, screens, and speakers.
• Perform regular maintenance on projectors, printers, and other office equipment.
• Manage incidents and requests in the ServiceNow ITSM platform daily, ensuring SLA compliance.
• Provide VIP user support as required.
• Handle IT stock and assets, including allocation, de-allocation, and disposal.
• Coordinate new user onboarding for efficiency and seamless integration.
• Collaborate with vendors for IT-related tasks, including warranty repairs.
• Address day-to-day application issues and liaise with internal and global IT teams for resolution.
• Maintain asset compliance in ServiceNow for all devices.
• Manage IT clearance processes and track asset dispatch/collection.
• Address compliance issues such as AV, SCCM, DLP/Zscaler, and encryption non-compliance.
• Stay updated with the latest technology trends and tools to continuously improve technical skills.
• Contribute to enhancing support processes and procedures for better efficiency.

Key Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred) or equivalent work experience.
• 2 years experience in a technical support role, preferably in a help desk or service desk environment.
• Strong knowledge of computer systems, networks, software applications, and office technology.
• Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving and troubleshooting abilities with keen attention to detail.
• Familiarity with ticketing systems and remote desktop support tools.
• IT Professional certifications such as Microsoft, CISCO, or equivalent (preferred).
• Flexibility to work in shifts and weekends as needed.
• Customer-centric approach with a focus on delivering high-quality service and support.