Provide first and second-level technical support for desktops, laptops, printers, IP phones, business applications, and other IT equipment.
Categorize, prioritize, troubleshoot and resolve incidents and service requests through the SDP (ServiceDesk Plus) while ensuring compliance with defined Service Level Agreements (SLAs).
Take ownership of incidents and service requests throughout their lifecycle, ensuring timely resolution, proper documentation, and user communication.
Perform employee onboarding and offboarding activities, including device provisioning, user profile setup, access management, and asset recovery.
Install, configure, maintain, and troubleshoot operating systems, software applications, endpoint devices, and related peripherals.
Provide support for Microsoft 365 services, email systems, collaboration platforms, remote access solutions, and other business-critical applications.
Assist in troubleshooting and maintaining network infrastructure, including LAN, Wi-Fi, VPN, switches, and internet connectivity services.
Support IP telephony and communication systems by performing device configuration, user support, and routine troubleshooting activities.
Administer day-to-day activities within ManageEngine ServiceDesk Plus (SDP), including ticket management, request tracking, SLA monitoring, and service documentation.
Assist in monitoring infrastructure and network availability through ManageEngine OpManager and escalate service-impacting events when necessary.
Manage IT assets throughout their lifecycle, including receiving, tagging, deployment, transfer, maintenance, inventory verification, and disposal activities.