Trainee

Areas of responsibility and tasks

• Install configure and troubleshoot desktop hardware printers (local and network) peripheral devices iPads iPhones and Android devices.
• Manage IT assets for employees using the designated asset management tool.
• Create and maintain folders on file shares including access and permission management.
• Assist users with Outlook email configuration and resolve Microsoft Officerelated issues.
• Log track and resolve incidents and service requests using the IT ticketing tool escalating as required.
• Coordinate with hardware vendors (e.g. Dell Lenovo) for warranty repairs and replacements.
• Provide logistical support for onboarding including setup and distribution of new computers and peripherals.
• Handle inbound user calls and provide firstlevel IT support in a timely and professional manner.

Competencies

• Act as the first point of contact for IT support ensuring timely and effective issue resolution.
• Appropriately diagnose issues and escalate unresolved cases per defined support processes.
• Guide users through troubleshooting with a clear professional and customerfocused approach.
• Collaborate with Global IT Operations to resolve known and escalated issues.
• Demonstrate a strong service mindset ownership and accountability.
• Deliver highquality customer service and consistently meet user expectations.
• Support continuous improvement of help desk procedures and documentation.
• Working knowledge of Microsoft O365 and SCCM is an advantage.
• Willingness to work in an 185 rotational shift model with strict shift adherence.
• Maintain punctuality and proactively plan leaves to ensure service continuity.
• Strong English communication and clientfacing skills.

Qualifications Skills & Experience

• Diploma/Bachelors in computer science or trainings and knowledge are also accepted.
• 1-2 year of experience in IT can be a freelancer with higher experience should be willing to join as Trainee.