IT Customer Service Representative

Key Responsibilities: Respond promptly to user support requests via ticketing system, email, or phone. Diagnose and resolve hardware, software, and networking issues for desktop and laptop systems. Install, configure, and upgrade operating systems, software applications, and computer peripherals. Assist users with application usage and provide basic training on computer systems and maintenance. Perform remote troubleshooting and, when necessary, deliver on-site support. Maintain accurate logs of technical issues, resolutions, and service requests. Coordinate with vendors for hardware repairs and procurement. Ensure regular updates, patches, and security measures are applied to desktop systems. Assist in managing and maintaining inventory of IT assets and equipment. Collaborate with IT teams to escalate complex issues and support IT projects as needed. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field preferred. Proven experience in a similar desktop support or technical support role. Strong knowledge of Windows, Linux, and Mac OS environments. Familiarity with hardware diagnostics, networking fundamentals, and common software applications. Excellent problem-solving skills and ability to communicate technical information effectively to non-technical users. Ability to work independently and collaboratively in a fast-paced environment. Certifications like CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus. Skills: Hardware installation and troubleshooting Software installation, upgrades, and configuration Network connectivity and basic security practices Remote desktop support tools and techniques Customer service and interpersonal communication Time management and multitasking Shift Time : Support is available 24x7 on a rotational basis and is not specific to any particular shift (as per the roster schedule). WFH/WFH : Only work from office