About the Role
**Description**
Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).
* Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.
* Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.
* Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.
* Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.
* Ensure all service level agreements (SLAs) are met and documented appropriately.
* Participate in documentation of technical processes, FAQs, and knowledge base articles.
* Support IT asset management and inventory processes.
* Pro...
Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).
* Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.
* Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.
* Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.
* Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.
* Ensure all service level agreements (SLAs) are met and documented appropriately.
* Participate in documentation of technical processes, FAQs, and knowledge base articles.
* Support IT asset management and inventory processes.
* Pro...
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