รายละเอียดงานJob Descriptions:
IT Service Desk
1) Responding to user inquiries and requests in various channels: phone, email, chat, or ticketing systems.
2) Troubleshooting common technical issues
o Hardware: printers, desktops pc, laptops, etc.
o Software: operating systems, productivity applications (e.g., MS Office), and other commonly used.
o Network: basic connectivity problems (OSI Layer 1 - 3), Wi-Fi issues, etc.
3) Providing user guidance and support.
o Clear and concise instructions to users on resolving minor technical issues.
4) Incident Resolution
o Work towards their resolution within defined service level agreements (SLAs).
5) Responding to on-site service requests, such as software issues that cannot be handled remotely.
6) Setting up and configuring basic equipment.
o Install, configure, and troubleshoot basic hardware and software components such as desktops, laptops,
printers, scanners, and peripherals.
7) Maintain accurate records of service requests, and equipment inventory.
8) Escalating complex on-site issues: If you encounter issues requiring specialized skills or advanced troubleshooting, you'll escalate them to senior technicians or designated teams while ensuring clear communication and handover of information.