About the job
Key Responsibilities:
• Maintain an in-depth understanding of Help Desk and IT Operations procedures.
• Document all incoming issues and requests along with actions taken for resolution.
• Offer initial help desk support to all clients and users.
• Assist with site support and specific project tasks, troubleshooting issues and fulfilling requests.
• Provide support for AOC business applications.
• Communicate follow-up status to end-users as per established support policies.
• Ensure proper documentation of resolved issues.
• Undertake additional tasks as directed by management.
• Immediately report major incidents and problems to management, ensuring confidentiality.
• Conduct research—both quantitative and qualitative—pertaining to processes, programs, and projects.
• Regularly update the Solutions Knowledgebase and related documentation.
• Collaborate with management on new assignments as needed.
• Provide assistance to other units or divisions when required.

