Specialist, IT Helpdesk

Role Purpose
Provide frontline support for end users, workplace technology, business applications, and daily operational IT systems within the VVIP Terminal. Act as the first point of contact for incidents, service requests, onboarding/offboarding activities, and Level 1 application support.
Key Responsibilities
• Execute joiner, mover, and leaver processes.
• Provision of user accounts, Microsoft 365 licenses, devices: Laptop/PC/Mobile..., and application access.
• Coordinate access revocation and asset recovery during offboarding.
• Support laptops, desktops, printers, mobile devices, Microsoft 365, Teams, Outlook, and workplace technologies.
• Troubleshoot LAN/WAN/WiFi connectivity issues and provide first-line technical support.
• Support CCTV, Access Control, Building Management System, Public Announce System, IPTV, Digital Signage, Telephony, and AV systems.
• Ensure readiness of VIP lounges, meeting rooms, and airport operational workstations.
• Provide Level 1 support for ERP and business applications.
• Handle password resets, access requests, user support, and issue triage.
• Escalate complex issues to application owners or vendors.
• Maintain application support documentation and knowledge base.