1st Level IT Support

Service Description

Initial contact: Act as the first point of contact for helpdesk requests, which arrive via phone, email, live chat, or a ticketing system. Logging and tracking: Create and manage support tickets, ensuring all incidents and service requests are accurately logged, categorized, and prioritized according to company procedures. Basic troubleshooting: Diagnose and resolve common, straightforward issues by following established procedures or knowledge base articles. Account and access management: Handle routine administrative tasks such as password resets, account unlocks, and basic user access permissions. Remote assistance: Use remote tools to guide users through troubleshooting steps and resolve issues on their devices. Documentation: Accurately document all steps taken and resolutions for each ticket to build and maintain the company's knowledge base. User guidance: Provide "how-to" guidance for common software applications and basic hardware operations. Escalation: Identify when an issue is beyond their scope and escalate it to the appropriate higher-level team, providing a clear and detailed handover