What a IT Support Hire Can Do For Your Business
What a IT Support Hire Can Do For Your Business
IT Helpdesk | Technical Support | Systems Admin
A Philippines-based IT hire through Tarino can take on the tasks below. Use this as a guide when scoping the role before your discovery call.
HELPDESK & SUPPORT
Task | What this looks like in practice |
|---|---|
Level 1 & 2 helpdesk support | Responding to staff and client support tickets via email, phone, or ticketing system. Resolving common hardware, software, and connectivity issues. |
Ticket management | Logging, categorising, and prioritising support requests in platforms like Freshdesk, Jira, or Zendesk. Following up until resolution. |
Remote desktop support | Connecting remotely to end-user devices to diagnose and resolve issues using tools like TeamViewer or AnyDesk. |
Password & account management | Resetting passwords, managing user accounts, and handling access requests in Active Directory, Microsoft 365, or Google Workspace. |
Software installation & troubleshooting | Installing, updating, and troubleshooting business software. Removing malware. Escalating complex issues to senior IT staff. |
Hardware support | Troubleshooting peripherals, printers, and workstations. Coordinating hardware replacements and warranty claims. |
SYSTEMS & ADMINISTRATION
Task | What this looks like in practice |
|---|---|
Microsoft 365 / Google Workspace admin | Managing user accounts, mailboxes, licences, and group policies across Microsoft 365 or Google Workspace tenants. |
Network monitoring | Monitoring network performance and uptime. Identifying and escalating connectivity issues. Maintaining basic network documentation. |
Backup & disaster recovery support | Monitoring backup jobs. Verifying backup integrity. Escalating failures. Documenting recovery procedures. |
Security & access management | Managing MFA setup, conditional access policies, and user permission levels. Assisting with security incident response. |
Asset management | Maintaining accurate hardware and software asset registers. Tracking device allocation, warranties, and refresh cycles. |
Patch management | Monitoring and applying OS and software patches across the fleet. Documenting update schedules and exceptions. |
DOCUMENTATION & PROJECTS
Task | What this looks like in practice |
|---|---|
Technical documentation | Writing and maintaining IT knowledge base articles, setup guides, and troubleshooting runbooks for end users and the IT team. |
Onboarding & offboarding | Setting up new user accounts, devices, and access permissions. Deprovisioning departing staff accounts and equipment. |
Vendor & licence management | Tracking software licences and vendor contracts. Coordinating renewals and liaising with vendors for support issues. |
Project support | Assisting with IT projects including system migrations, software rollouts, and infrastructure upgrades. Managing tasks and tracking progress. |
Reporting & analytics | Producing regular helpdesk performance reports. Tracking ticket volumes, resolution times, and recurring issues for management review. |