Take full ownership of user-reported issues, ensuring resolution within agreed service level agreements (SLAs).

Efficiently prioritize and manage multiple active support requests.

Troubleshoot technical issues by asking relevant questions and identifying root causes.

Escalate unresolved or complex problems to appropriate internal teams or the Service Manager, following standard procedures.

Provide timely and accurate updates to users throughout the support lifecycle.

Follow up post-resolution to confirm systems are fully functional.

Accurately log all support activities and issue details in ServiceNow.

Install, configure, and troubleshoot software and applications on end-user systems.

Perform initial troubleshooting for network and proxy-related issues.

Document technical solutions and procedures in knowledge bases or manuals.

Required Skills & Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Solid understanding of:

Windows OS and macOS

Office 365 and other Microsoft applications

Remote desktop support tools

Basic network troubleshooting

Hands-on experience with IT ticketing systems, particularly ServiceNow.

Strong verbal and written communication skills.

Preferred Certifications (Added Advantage)

CCNA

MCSA

Microsoft Azure certification