Key Responsibilities

• Provide Level 1 / Level 2 IT support via phone, email, chat, and ticketing systems.
• Diagnose and resolve issues related to desktops, laptops, printers, operating systems, applications, and network connectivity.
• Log, track, and update incidents and service requests in the ITSM/ticketing tool.
• Escalate unresolved or complex issues to the appropriate support teams within SLA timelines.
• Support user account management activities including password resets, access provisioning, and email configuration.
• Perform basic troubleshooting for Microsoft Windows, Office 365, VPN, Outlook, and collaboration tools.
• Coordinate with infrastructure, application, and vendor teams for issue resolution.
• Maintain accurate documentation of troubleshooting steps, solutions, and standard operating procedures.
• Monitor recurring incidents and suggest process improvements to enhance service quality.
• Ensure adherence to ITIL processes, security policies, and compliance standards.