IT L1 Support

Roles and Responsibilities :

• Provide first-line technical support to end-users by responding to inquiries and troubleshooting IT-related issues promptly.
• Install, configure, and maintain hardware and software systems to ensure their optimal performance.
• Document solutions and create knowledge base articles to assist users with common technical problems.
• Escalate complex issues to higher-level support teams when necessary and follow up on problem resolution.
• Communicate effectively with users to provide updates on the status of their technical issues and ensure customer satisfaction.
• Collaborate with IT colleagues to identify and implement improvements to IT systems and processes.
• Adhere to service level agreements and prioritize tasks to meet established performance metrics and minimize downtime for users.