Key Responsibilities
- Provide Level 1 IT support via phone, email, chat, or ticketing system
- Log, track, and resolve incidents and service requests using ITSM tools
- Troubleshoot Windows OS, hardware, software, and peripheral issues
- Perform password resets, account unlocks, and basic Active Directory tasks
- Support Microsoft Office / O365 / Outlook / Teams issues
- Assist users with VPN, network, and connectivity problems
- Provide remote and onsite support when required
- Escalate unresolved issues to L2/L3 teams with proper documentation
- Follow ITIL processes, security policies, and standard operating procedures
- Maintain asset and inventory records
- Ensure customer satisfaction and SLA compliance
Its a dispatch on demand role.