Responsibilities:

• User Support & Incident Handling – Receive and respond to IT-related inquiries via phone and email, including incidents, problems, and service requests from users and internal departments.

• Initial Troubleshooting – Provide first-level technical support and begin investigation of user-reported issues, escalating as needed.

• Case Management – Log, categorize, and track all reported issues and service requests in the Jira system, ensuring accurate records and timely updates.

• Prioritization & SLA Compliance – Manage customer cases to meet service level agreements by classifying their priority and maintaining all related updates within the Jira system.

• Reporting – Prepare and submit daily, weekly, and monthly performance and activity reports to the IT Manager.

• Software Setup & Configuration – Set up, install and configure appropriate software and functions according to specifications.

• Other Responsibilities – Support additional IT-related tasks as assigned by the Manager.
  

Qualifications:

• Bachelor’s degree in Information Technology, Business Computer, or a related field.

• 0–3 years of experience in IT Helpdesk, IT Call Center, or technical support roles.

• Proficiency in Microsoft Office tools, especially Excel and Word.

• Strong interpersonal and communication skills to engage effectively with users at all levels.

• A proactive, eager-to-learn attitude with a commitment to service excellence.

• Open-minded, flexible, and solution-oriented with a positive outlook.