Responsibilities

• Respond to user inquiries via phone, email, or ticketing system.
• Diagnose and resolve technical issues related to software and network connectivity.
• Log and track all support requests in the help desk system.
• Escalate unresolved issues to Level 2/Level 3 support teams.
• Provide guidance and training to users on basic IT processes.
• Maintain documentation of common issues and solutions.
• Ensure compliance with IT policies and security standards.