Administrator - Desk Side Services, AMT Asset Management Software

Job Summary

Role Summary: Provide first‑level support for macOS devices, ensuring timely issue resolution, accurate triage, and high user satisfaction across hardware, OS, and application queries.

Key Responsibilities

Deliver L1 support via phone, chat and remote tools Troubleshoot macOS login, applications, email, and collaboration tools Support basic device configuration, password resets, and software installations Perform initial hardware diagnostics and guide users Handle access requests (IAM) and escalate complex issues to L2/L3Manage tickets in ITSM tools (Service Now) with proper prioritization Ensure clear communication, documentation, and SLA adherence Follow and contribute to Knowledge Base (KB) and process improvements

Skill Requirements

Basic knowledge of macOS, Apple ID, device profiles Familiarity with enterprise apps and network basics (Wi‑Fi, VPN)Exposure to remote support tools / ITSM platforms (preferred)

Other Requirements

Behavioral:Strong customer focus and communication skills Ability to handle issues professionally under pressure Process‑driven and quick learner Experience & Qualifications3+ years in IT Service Desk / End‑User SupportmacOS exposure preferredITIL / Apple support certification (good to have)