Job Summary

Provide first-line (L1) IT support for a Healthcare/Hospital project by efficiently managing user incidents and requests, ensuring timely resolution or escalation, and maintaining clear communication to enhance user experience and operational continuity.

Responsibilities

• Deliver first-line (L1) IT support by promptly handling user incidents and requests through phone, email, portal, and chat channels to maintain service continuity
• Create, categorize, and prioritize support tickets to ensure efficient workflow and timely issue resolution
• Perform basic troubleshooting and resolve common IT issues to minimize user downtime and improve system reliability
• Execute password resets and process access requests to maintain secure and appropriate user access
• Escalate complex or unresolved issues to L2/L3 technical teams to ensure expert intervention and resolution
• Provide clear and timely communication and status updates to users, enhancing transparency and user satisfaction