• Act as the first point of contact for helpdesk tickets and support enquiries • Assign, manage, and monitor tickets through Freshdesk • Monitor helpdesk performance and provide regular reporting • Assist with purchasing IT equipment and software • Follow up on supplier orders and delivery timelines • Coordinate with vendors regarding hardware replacements and warranty claims • Respond to customer enquiries professionally and efficiently • Maintain detailed records of customer interactions, troubleshooting activities, and issue resolutions • Create and update technical documentation and support procedures • Escalate technical issues where required and coordinate with internal teams to ensure timely resolution • Keep customers and stakeholders informed throughout the support process • Support continuous improvement of operational processes and service delivery standards

• Act as the first point of contact for helpdesk tickets and support enquiries. • Assign, manage, and monitor tickets through Freshdesk. • Monitor helpdesk performance and provide regular reporting. • Assist with purchasing IT equipment and software. • Follow up on supplier orders and delivery timelines. • Coordinate with vendors regarding hardware replacements and warranty claims. • Respond to customer enquiries professionally and efficiently. • Maintain detailed records of customer interactions, troubleshooting activities, and issue resolutions. • Create and update technical documentation and support procedures. • Escalate technical issues where required and coordinate with internal teams to ensure timely resolution. • Keep customers and stakeholders informed throughout the support process. • Support continuous improvement of operational processes and service delivery standards.

• Lead and manage software deployments, implementations, training, technical writing and other software product support functions • Plan, analyze, schedule and implement PMRT software products for diverse government environments • Analyze usage of PMRT software products for existing customers to ensure maximum relevant utilization • Develop and maintain training plans for all PMRT software products • Structure formal on-site and virtual customer training sessions for specific role certifications • Conduct on-line training covering new user basics as well as more complex and in-depth functions • Maintain PMRT on-line help files with new functions as well as changes to existing functions • Manage the PMRT help desk by providing immediate telephone and email assistance to users • Liaise with the software development team to record anomalies and correct reported outages • Maintain continuous awareness of PMRT software design, development, and release activities to ensure all training, documentation, and support products are accurate, complete, and aligned with current system functionality

• Provide frontline technical support for desktops, laptops, peripherals, printers, mobile devices, user accounts, and access issues. • Troubleshoot Windows, Microsoft 365, Azure AD, and basic network or server-related issues. • Log, update, and resolve tickets with clear notes and sensible urgency. • Support authentication, authorisation, and password reset issues with a steady hand. • Document fixes and troubleshooting steps so the next person does not have to rediscover the same headache. • Escalate complex issues to senior support or engineering with proper context and detail. • Support US-based employees and systems during US business hours, on a graveyard shift in Manila. • Keep communication clear, calm, and human, even when the problem is doing its best impression of a small disaster.