End-User Support
Provide Level 1 technical support for laptops, desktops, mobile devices, printers, and VoIP phones.
Troubleshoot and resolve issues related to operating systems, hardware failures, and application errors.
Respond to support tickets, walk-ins, and remote support requests via phone, email, or screen-sharing tools.
Microsoft 365 & User Account Management
Support users with Microsoft 365 apps (Outlook, Word, Excel, Teams, SharePoint, OneDrive).
Assist with account creation, password resets, license allocation, and permission troubleshooting.
Coordinate with system admins for escalated user access and SharePoint group management.
New User Onboarding & Offboarding
Prepare and configure workstations and devices for new staff, ensuring adherence to ICT standards.
Conduct ICT orientation sessions for new users on systems usage and data security.
Decommission and sanitize devices for offboarded users; ensure data archiving and access revocation.
Network & Peripheral Troubleshooting
Diagnose basic LAN/Wi-Fi issues, network printer connectivity, and shared resource access problems.
Coordinate with infrastructure staff on escalated network and firewall-related incidents.
ICT Inventory Management
Maintain up-to-date inventory of IT assets (PCs, laptops, routers, accessories).
Track allocations, warranty status, and maintenance logs for end-user devices.
Recommend procurement of hardware/software based on usage trends and incident frequency.
Documentation & Reporting
Document support incidents, resolutions, and asset movements in the helpdesk system.
Prepare weekly reports on recurring issues, system downtimes, and support trends.
Maintain updated user guides and FAQs to reduce common issue escalation.
Basic System Monitoring & Escalation
Monitor system health dashboards and report anomalies to senior technical staff.
Assist with basic routine checks on backup status, server connectivity, and software updates.