Software used:MSP N-able, Citrix Cloud, Microsoft 365 Admin Center (Azure AD, Exchange, Endpoint Manager), Microsoft InTune, Microsoft Azure Backup Server, Active Directory, CRM ServiceNow, Server Manager.My primary responsibilities are:- processing new joiners (creating the accounts in AD, e-mail addresses and landline extensions, granting permissions and software deployment)-processing leavers (disabling accounts and assisting in the hardware return process)-provided training on the new joiners/leavers process-installing and configuring various applications requested by the client-troubleshooting any local or RDC software/hardware/drivers/policies/MS Office suite related queries-installing and configuring VPNs-data recovery using MABS/locally-performing server checks and updating accordingly-monitoring network access points-improving, updating and creating articles for the existing knowledge base-liaising with the escalation team and raising incident tickets with 3rd party service providers-placeholding for the Team Leader position when required, coordinating my colleagues and ensuring a proper management of the work volumes-extracting and processing reports for internal and external use

I offered support to employees who encountered issues when working from home, along with processing starters, leavers, movers and all the usual Service Desk tasks.

I offered phone and ticket support to customers for one of the major mobile phone brands, for applications and services.During this time I also followed the Interim program, in which I shadowed the other roles on the account (Quality Analyst, Customer Satisfaction - CSAT analyst, Trainer, Subject Matter Expert - SME).For each of these roles i then had an exam, to prove that I understood the basics of the above roles by doing their responsibilities while observed by the Account Manager. I passed.Once the Big Brother program was implemented, I was one of the core members of it. Through this program, a set of experienced employees were assigned to help new hires go through their first experiences on the job, and understand what they might have missed during the initial training.For the last few months on this position, I covered the CSAT position.