technical support
Skills
About This Role
Overview
- Provide first-level technical support for all incoming service requests via phone, email, and helpdesk ticketing system, ensuring timely acknowledgment and professional customer service.
- Troubleshoot and resolve common technical issues related to POS terminals, laptops, desktops, printers, MS365 applications, and basic network connectivity problems.
- Log all service requests accurately in the helpdesk ticketing system, ensuring proper categorization, priority assignment, and detailed documentation of issues and resolutions.
- Escalate complex or unresolved issues to Senior Service Desk Associates or appropriate IT teams, providing clear problem descriptions and troubleshooting steps already attempted.
- Maintain assigned ticket workload efficiently, meeting or exceeding individual and team performance targets for response time and resolution rates.
- Follow established procedures and knowledge base articles to ensure consistent problem resolution and adherence to IT service standards.
- Perform basic user account management tasks including password resets, access permissions, and new user setup in MS365 and other business systems.
- Provide remote and on-site support to retail locations across airport terminals, ensuring minimal disruption to business operations.
- Assist with hardware deployment, configuration, and basic maintenance activities including equipment setup, peripheral connections, and software installations.
- Contribute to knowledge base development by documenting solutions and updating procedures based on recurring issues and resolutions.
- Participate in continuous learning activities and training programs to enhance technical skills and stay current with technology updates.
- Perform any other duties as deemed necessary as delegated by the Line Manager or Head of Function.
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