Responsibilities of the Candidate:

Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
Log, categorize, prioritize, and track incidents and service requests.
Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
Maintain accurate documentation of issues, resolutions, and support activities.
Follow ITIL processes for Incident, Request, and Problem Management.
Ensure timely resolution in accordance with defined SLAs.
Assist users with remote access, VPN, hardware setup, and software installations.

Requirements:

Bachelor's degree
Microsoft certifications are an added advantage.
1-3 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations Support via phone, email, chat, and ticketing systems.
Knowledge of Windows 10/11 operating systems.
Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
Knowledge of Active Directory and password management.
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Customer-focused attitude.