Service Desk || Technical Support

• Provide first and second-level technical support to end-users via phone, email, and remote assistance tools.
• Troubleshoot and resolve hardware, software, network, and application-related issues within defined SLAs.
• Log, track, and manage incidents, service requests, and problem tickets in the ITSM tool.
• Escalate complex technical issues to higher support tiers or specialized teams when necessary.
• Maintain documentation of incidents, resolutions, and technical procedures.
• Install, configure, and upgrade operating systems, applications, and IT equipment.
• Ensure user account management, password resets, and access control in line with security policies.
• Support end-users in using collaboration tools, VPN, email, and enterprise applications.
• Monitor system performance and proactively address recurring technical issues.
• Collaborate with IT teams to implement preventive measures and improve service quality.

Requirements:

• 3 to 7 years of experience in service desk or technical support roles.
• Proficiency in troubleshooting Windows/Mac OS, MS Office, networking, and IT hardware.
• Familiarity with ITIL processes and incident management tools (e.g., ServiceNow, Remedy, Jira).
• Strong problem-solving skills and customer-oriented approach.
• Excellent verbal and written communication skills.
• Ability to work in shifts and handle high-volume support environments.