Act as the first point of contact for users via phone, email, chat, and self-service portals

Log, classify, prioritize, and resolve incidents and service requests accurately

Troubleshoot hardware, software, network, VPN, email, Office 365, and application-related issues

Monitor ticket queues to ensure SLA compliance and timely resolution

Escalate complex incidents to L2/L3 support teams while maintaining ownership until closure

Handle Major Incident communications and business escalations when required

Support Windows operating systems, Microsoft Office applications, Active Directory, remote access tools, and collaboration platforms

Perform password resets, account unlocks, software installations, and permission management

Diagnose network connectivity, printer, and endpoint-related issues

Coach and mentor junior Service Desk Agents