Role Summary
The Consultant will be responsible for providing technical assistance, troubleshooting, and guidance to end users across hardware and software. This role ensures smooth day-to-day IT operations, enhances user productivity, and contributes to continuous improvement of IT support services.
Key Responsibilities
- Diagnose and resolve IT issues via phone, email, and remote assistance.
- Provide first-level technical assistance to end users by addressing IT help desk tickets.
- Provide on-site assistance, including troubleshooting, responding to breakdown calls, and addressing user concerns.
- Responsible installing and configuring of computer hardware, software, and other office equipment such as copiers, tablets, and phones.
- Conduct routine maintenance and resolve hardware and software issues for end users.
- Ensure all IT incidents and help desk requests tickets are addressed within the agreed SLA using the ticketing system.
- Maintain and manage hardware and software inventory records.
- Adhere to IT security standards and data protection policies, compliance with IT policies and regulatory requirements.
- Execute additional IT support tasks and ad-hoc assignments as directed by the superior, ensuring completion within the required timeframe.
- Conduct user training and awareness sessions on IT tools, security, and best practices.
- Collaborate with IT teams to improve processes and enhance user experience.
Qualifications
- Bachelor's degree in IT.
- Minimum 2 years of experience in handling end user support.
- Strong organizational and communication skills.
- Ability to manage stakeholders and meet timelines effectively.
- Solution Focused: Quick resolution of issues.
- Attention to Detail: Ensure quality and compliance in all deliverables.
- Collaboration: Work effectively within team and cross-functional teams.
