IT IS_Service Desk

Key Responsibilities :

• Provide Level 1 support for IT incidents and service requests via phone, email, or ticketing systems.
• Diagnose and resolve technical hardware and software issues for Windows / Mac OS, Microsoft 365, printers, VPN, and network connectivity.
• Log all issues in the ITSM / ticketing system and ensure proper tracking and documentation.
• Escalate unresolved issues to appropriate IT teams (Level 2 / 3) as needed.
• Assist users with account setup, password resets, and software installations.
• Maintain knowledge base articles and user guides.
• Monitor system alerts and follow up on routine maintenance or outages.
• Ensure SLAs are met and contribute to continuous service improvement.

Key Skills Required :

Skills Required

Microsoft 365, Printers, Vpn, Servicenow, Bmc Remedy, Jira