Helpdesk Support Analyst

Responsibilites:

• Serve as the first point of contact for IT support via phone, email, or ticketing system
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, and applications
• Log, track, and manage incidents and service requests in the ticketing system
• Provide support for common systems such as email, printers, VPN, and network access
• Escalate unresolved or complex issues to appropriate teams
• Follow up with users to ensure issues are resolved and satisfaction is met
• Assist with user account setup, password resets, and access management
• Install, configure, and maintain end-user hardware and software
• Document solutions and contribute to the knowledge base
• Adhere to service level agreements (SLAs) and support standards