centralized service desk

Provide centralized IT support to users through phone, email, and ticketing systems.

Troubleshoot hardware, software, network, and operating system issues remotely.

Provide support for desktops, laptops, printers, Microsoft Office, and email applications.

Handle user account creation, password resets, and access-related issues.

Monitor, log, track, and resolve service desk tickets within defined SLA timelines.

Escalate unresolved or complex issues to the appropriate technical teams.

Coordinate with onsite engineers for issues requiring physical intervention.

Maintain proper documentation of incidents, resolutions, and IT assets.

Ensure timely communication with users regarding ticket status and resolution.

Follow IT support procedures, security policies, and company guidelines.