Act as the first point of contact for users reporting technical issues via phone, email, or ticketing system.
Log all support requests in the incident management tool and provide timely updates.
Troubleshoot and resolve common issues related to:
Windows OS (7/8/10/11)
MS Office applications
Printers, scanners, and other peripherals
Email (Outlook/Office 365)
Internet and network connectivity (basic LAN/Wi-Fi)
Escalate unresolved issues to Level 2/3 support teams as per escalation matrix.
Follow standard operating procedures for ticket handling and resolution.
Provide basic support for VPN, remote desktop access, and mobile device configurations.
Assist in onboarding/offboarding of users, including account setup and hardware allocation.
Maintain asset and inventory records for IT equipment.