• Acted as the first-line support for customers in need of technical assistance through phone calls, emails, or self-service platforms.• Accurately classified, prioritized and recorded Incidents/Requests via ServiceNow Ticket managing system.• Managed and troubleshooted end user accounts and devices using a variety of identity management and MDM platforms including Microsoft Entra, Okta, Google Workspace, Microsoft Intune, and Apple Business Manager.

• Provided desk side support on all supported technologies including Windows and Mac hardware.• Prompt and professional handling of support requests, leveraging the Online Incident Management System ITSM to escalate issues effectively.• Ensured seamless integration of devices with all necessary software and domain components.• Troubleshoot issues related to network printers, their deployment and configuration on HIS.• Worked closely with the Infrastructure and Hospital Information System (HIS) Team to address and resolve technical faults.• Coordinated with third party software vendors for successful installation and configuration of required software.• Installation and configuration of PACS software.• Provided configuration and support for Microsoft Office 365 on end user devices.• Contributed significantly to the successful migration of windows-based devices across the organization from Windows 7/8 to Windows 10.• Participated in enforcing the encryption of all new and existing Windows and MAC devices as per AKU IT security policy.• Contributed to the virtual reaccreditation process of hospital by JCIA Team in 2021 as a member of the technical support team.