IT Helpdesk

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Serve as the first point of contact for end-users seeking technical assistance via phone, email, or chat, ensuring timely and effective support.
Diagnose and resolve hardware and software issues, utilizing remote support tools to provide solutions in real-time.
Maintain detailed documentation of support requests and resolutions in the ticketing system to track performance metrics and knowledge transfer.
Escalate complex issues to senior IT staff while providing comprehensive information to facilitate swift resolutions.
Conduct regular follow-ups with users to ensure their issues have been resolved satisfactorily, enhancing overall customer satisfaction.
Assist with onboarding new employees by setting up their workstations, installing necessary software, and providing initial training on systems.
Support the maintenance of IT inventory, including tracking and managing hardware and software assets to ensure compliance and availability.
Implement and promote best practices for IT security, including educating users on safe computing habits to mitigate risks.
Participate in team meetings to share insights on common issues and contribute to the continuous improvement of support processes.
Stay updated on emerging technologies and industry trends to provide informed assistance and recommend enhancements.

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