Job Description (Posting).

Key Responsibilities:
Provide comprehensive Windows 10/11 support to end users, ensuring high satisfaction levels.
Serve as the first point of contact at the digital bar, directly handling end-user issues with professionalism and expertise.
Efficiently manage the stock room, maintaining optimal inventory levels and organization.
Collaborate closely with the hardware asset management team to streamline processes and ensure accurate asset tracking.
Deliver hands-on support at the site for all IT-related needs, acting as the crucial hands and feet for on-site assistance.
Lead the device refresh initiative, upgrading systems to Windows 11 using modern device management technologies.
Utilize ServiceNow for efficient ticketing and issue tracking, maintaining clear and organized records of all support activities.
Exhibit excellent written and spoken English communication skills, capable of explaining complex technical issues in an understandable manner.
Qualifications:
2 to 4 years of experience in a field services or IT support role.
Proficient in modern device management technologies and Windows 11 upgrade processes.
Hands-on experience with ServiceNow or similar ticketing systems.
Strong command of written and spoken English

(1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (5.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update and self development.

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