Serve as the initial IT support contact via phone, chat, or ticketing (ServiceNow).
Troubleshoot and resolve Tier 1 hardware, software, network, and telecom issues.
Log, categorize, and prioritize incidents per the Priority Matrix.
Escalate unresolved issues to Tier 2 or 3 with documented notes.
Maintain high customer service standards with courteous, timely communication.
Reinforce SLAs to manage user expectations and ensure compliance.

🎯 Requirements

3–5 years of Help Desk or IT support experience in a fast-paced environment.
Excellent problem-solving, analytical, and customer service skills.
Strong written and verbal communication abilities; stay calm under pressure.
Working knowledge of Windows OS, macOS, and mobile platforms (iOS and Android).
Familiarity with ITIL/COBIT/SDaaS principles.
Experience with ticketing and incident management tools (preferably ServiceNow).

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