IT Help Desk Support

Job Summary:IT Helpdesk Support (L1) is responsible for providing first-level technical support to end users, ensuring timely issue resolution, and maintaining service quality in accordance with defined SLAs. This role involves troubleshooting hardware, software, and network-related issues while escalating complex incidents to higher support levels when necessary.Key Responsibilities:Provide first-line technical support for IT-related issues via phone, email, and ticketing systems.Troubleshoot and resolve common hardware, software, and network problems.Assist users with system access, password resets, and basic IT queries.Escalate unresolved or complex issues to L2/L3 support teams as needed.Log, track, and update incidents and service requests in the ITSM system.Follow standard operating procedures (SOPs) for troubleshooting and issue resolution.Ensure timely resolution of tickets in compliance with SLA requirements.Provide users with regular updates on the status of their requests.Maintain and update knowledge base articles to improve first-time resolution rates.Document troubleshooting steps and solutions for common issues.Contribute to process improvement initiatives by identifying recurring problems.Assist users with hardware requests, ensuring application submission is completed.Provide basic troubleshooting for desktops, laptops, printers, and other peripherals.Support standard software applications and assist with installations or configurations.Monitor IT systems for potential issues and report anomalies to the appropriate teams.Ensure compliance with IT policies, security guidelines, and best practices.Support IT asset management by tracking and maintaining records of assigned equipment.Able to commit to 2 different shifts 7am -7pm or 7pm -7am.Qualifications:Education: Bachelor's degree in information technology, Computer Science, or related field, or equivalent work experience.Experience: At least 1 year of experience in an IT support role or similar.Technical Skills: Proficiency with operating systems (Windows, macOS, Linux).Familiarity with common office software (Microsoft Office Suite, email clients).Basic understanding of networking principles (IP addressing, DNS, DHCP).Fluent in both English and Mandarin (Chinese) language are preferred in order to communicate with teams located in different countries.Preferred Skills:Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar certifications is a plus.Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.Customer Service: Excellent interpersonal skills with a focus on providing high-quality support to users.Time Management: Ability to prioritize tasks and manage multiple issues simultaneously.Communication: Strong verbal and written communication skills to explain technical concepts clearly to non-technical users.