Job Description
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.
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