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Act as the first point of contact for IT support requests via phone, email, chat, or ticketing tools.
Log, categorize, prioritize, and track incidents and service requests.
Provide basic troubleshooting for hardware, software, network, and application-related issues.
Escalate unresolved issues to relevant support teams.
Follow up with users to ensure issues are resolved satisfactorily.
Maintain accurate records of incidents, resolutions, and support activities.
Basic knowledge of Windows operating systems and Microsoft Office 365.
Understanding of hardware, networking, and software troubleshooting concepts.
Familiarity with ticketing tools such as ServiceNow, Jira Service Management, or Remedy is a plus.
Basic understanding of ITIL framework and Incident Management.
Strong communication and customer service skills.
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