Key Responsibilities:
– Provide first-level technical support to end users for hardware, software, and network issues
– Log, track, and resolve incidents using IT Service Management (ITSM) tools
– Escalate complex issues in a timely manner as per Standard Operating Procedures (SOPs)
– Reproduce and analyze issues to identify root causes and provide solutions
– Configure and support Remote Access, VPN, and Citrix environments
– Ensure high-quality support and excellent user experience
– Collaborate with internal teams for faster issue resolution
Requirements:
– Proven experience in IT Service Desk / Helpdesk Support
– Hands-on experience with ITSM tools (ServiceNow, Remedy, etc.)
– Knowledge of VPN, Citrix, and remote troubleshooting
– Strong communication and problem-solving skills
– Ability to work in a fast-paced environment