Help Desk Support N1

Purpose of the Position

Provide initial technical assistance to end-users, resolving basic problems related to hardware, software, networks, and operating systems. Ensure efficient and empathetic customer service, documenting incidents and escalating those that cannot be resolved at the first level.

Main Responsibilities

• Provide technical support through Help Desk channels (phone, email, ticket system).
• Detect and resolve simple technical issues (hardware, software, networks).
• Document incident details in the ticket management system.
• Manage user accounts (creation, permission assignment, password reset).
• Escalate complex incidents to the next level according to Service Level Agreements (SLA).
• Inform the user about the status of their request.
• Track tickets until resolution.
• Register applied solutions for future reference.
• Perform proactive maintenance (security patch installation, corporate application updates).