Service Desk Professional

• Receive calls, emails, and web tickets from end users and log them into the ticketing system

• Provide initial troubleshooting for desktops, laptops, printers, and office applications

• Resolve incidents within defined timelines or escalate to Level 2 support teams

• Categorize and triage tickets to appropriate support groups

• Track and follow up on tickets until closure

• Communicate effectively with users regarding ticket status and resolutions

• Maintain high standards of customer interaction and service quality