• Provide technical support to customers through various channels, including phone, email, chat, and remote assistance.• Diagnose and resolve technical issues related to our products or services, ensuring customer satisfaction and issue resolution within defined service level agreements.• Maintain accurate and detailed records of customer interactions and technical issues, including troubleshooting steps and solutions.• Stay up to date with our products and services to provide accurate information and assist customers effectively.• Identify, analyze, and troubleshoot technical problems, escalating complex issues to higher-level support teams when necessary.• Assist customers in understanding and using our products or services, including providing guidance and tutorials when needed.• Contribute to the improvement of internal knowledge bases, FAQs, and support procedures to enhance the efficiency of the technical support process.

• Managed incoming Service Desk calls and emails, demonstrating effective verbal and written communication skills.• Accurately logged support requests into the ticketing system.• Provided Level 1 support to all end users.• Diagnosed and triaged all assigned Service Desk cases, escalating as necessary.• Troubleshot and resolved hardware-related issues, including desktop scanners, monitors, and printers.• Retrieved voicemails and documented relevant information in the ticketing system.• Monitored Service Desk queues to ensure timely issue resolution.• Maintained user settings, configurations, and standardization through Group Policy Objects (GPOs) and Desktop Authority.• Informed management of emerging trends to improve service delivery.