End User Support
Core
First point of contact for IT service, responding to support requests and providing basic technical assistance across hardware, software, and connectivity issues.
Role type
End User Support (Tier 1)
Builds
IT service stability and user productivity
Domain
IT Support / Helpdesk
Deliverable
client delivery
Required skills
First-line troubleshooting, ITSM system usage, hardware/software diagnostics, communication with non-technical users, incident logging and prioritization
Preferred skills
Customer service experience, ITSM software familiarity, IT diploma or degree
Technologies
ManageEngine, Active Directory, Microsoft Office, Windows, macOS
Responsibilities
Answer incoming requests via phone, email, chat, and self-service portal; Log, categorize, and prioritize IT incidents in the ITSM system; Provide first-line troubleshooting for hardware, software, and local network issues; Escalate complex problems to specialist teams; Contribute to IT knowledge base and assist with inventory tracking
Seniority
Entry-level to Junior