Key Responsibilities

• Provide on-site and remote technical support for desktop/laptop users, diagnosing and resolving hardware, software, and network issues.
• Install, configure, and maintain Windows/MacOS operating systems and office productivity software (e.g., Microsoft 365, collaboration tools, and business applications).
• Ensure timely resolution of support tickets within ITSM frameworks, utilizing tools such as ServiceNow for tracking, escalation, and resolution of IT issues.
• Manage user accounts, permissions, and access control following IT security policies.
• Support the setup and maintenance of IT infrastructure, including printers, conference room equipment, and other peripherals.
• Assist in software updates, patch management, and routine maintenance to ensure systems are secure and up to date.
• Document support requests, troubleshooting steps, and solutions in the ITSM system, ensuring compliance with service level agreements (SLAs).
• Provide end-user training and guidance on IT best practices and security awareness.
• Maintain asset inventory for IT equipment in the regional office, ensuring proper tracking within the ITSM platform.
• Collaborate with the centralised IT team to implement global IT policies and initiatives, ensuring alignment with ITSM standards.

Key Skills & Qualifications

• Proven experience in a desktop support or IT helpdesk role.
• Strong knowledge of Windows and MacOS operating systems.
• Experience with Microsoft 365 applications and other office productivity tools.
• Basic networking knowledge (TCP/IP, VPN, Wi-Fi troubleshooting).
• Experience with IT Service Management (ITSM) tools, particularly ServiceNow, for ticketing and incident management.
• Experience with Active Directory user administration.
• Knowledge of IT security best practices and data protection.
• Strong problem-solving skills with the ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.
• Ability to document processes and solutions clearly.
• IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation) are a plus.