Key Responsibilities
Provide Level 1 IT support via phone, email, chat, or ticketing systemLog, track, and resolve incidents and service requests using ITSM toolsTroubleshoot Windows OS, hardware, software, and peripheral issuesPerform password resets, account unlocks, and basic Active Directory tasksSupport Microsoft Office / O365 / Outlook / Teams issuesAssist users with VPN, network, and connectivity problemsProvide remote and onsite support when requiredEscalate unresolved issues to L2/L3 teams with proper documentationFollow ITIL processes, security policies, and standard operating proceduresMaintain asset and inventory recordsEnsure customer satisfaction and SLA compliance
Its a dispatch on demand role.