HUDA MUNEEF AL-OTAIBI

1. User Support: Provide technical assistance and support to end-users, both remotely and in person. This includes troubleshooting hardware and software issues, resolving technical problems, and answering user inquiries.

2. Helpdesk Ticket Management: Receive, log, prioritize, and track user support requests through a ticketing system. Ensure timely resolution or escalation of issues based on priority and SLAs (Service Level Agreements).

3. Technical Troubleshooting: Diagnose and resolve hardware, software, network, and connectivity issues. Utilize diagnostic tools, knowledge bases, and technical expertise to identify and resolve problems efficiently.

4. Software Installation and Configuration: Install, configure, and update software applications on user devices. This involves ensuring proper licensing, compatibility, and adherence to organization-wide standards and security policies.

5. Documentation and Knowledge Management: Create and maintain technical documentation, user guides, FAQs, and knowledge base articles to facilitate self-help and knowledge sharing among users.

6. Communication and Customer Service: Maintain clear and effective communication with users, colleagues, and stakeholders. Provide friendly and professional customer service, ensuring user satisfaction and managing expectations.

7. IT Asset Management: Assist in managing IT assets, including hardware and software inventory, tracking, and procurement. Ensure compliance with licensing agreements and asset lifecycle management.

8. Continuous Improvement: Stay updated with technology trends, industry best practices, and emerging tools. Identify areas for process improvement, automation, or efficiency enhancement within the helpdesk function.