Helpdesk Technician

· Serve as the first point of contact for end-users, logging incidents, and service requests promptly and accurately. · Diagnose, troubleshoot, and resolve end-user problems related to hardware, software, mobile devices, audiovisual equipment, and video teleconference systems. · Document incidents, solutions, and service requests in detail, ensuring accurate records for future reference. · Provide technical support for mobile devices, including smartphones and tablets, ensuring seamless integration, and troubleshooting issues related to connectivity and applications. · Support audiovisual and video teleconference equipment, configuring, troubleshooting, and maintaining systems to ensure optimal functionality during meetings and presentations. · Assist in technical refresh projects, deploying new laptop hardware, performing operating system upgrades, and installing specialized software as per organizational requirements. · Collaborate with IT teams to ensure smooth transitions during hardware and software upgrades, minimizing downtime and user disruption.

· Proven (2 years) experience in a service desk or technical support role, with expertise in incident management and problem resolution. · Strong knowledge of mobile devices, operating systems, audiovisual equipment, and video teleconference systems. · Experience in ServiceNow ticketing system · Familiarity with technical refresh processes, including hardware deployment and software installations. · Excellent communication skills, both written and verbal, with a focus on providing exceptional customer service. · Ability to work efficiently under pressure, prioritize tasks, and meet deadlines. · Relevant certifications such as ITIL, CompTIA A+, or HDI Support Center Analyst, are a plus.