• Provide day-to-day local and remote desktop support, troubleshooting hardware, software, andapplication issues.• Communicate issue status and resolution timelines promptly and effectively.• Document steps taken for issue resolution in a ticketing system, ensuring thorough tracking ofincidents.

• Facilitate customer resolution for calls, maintaining operational consistency across all shifts in the ITSupport Center.• Conduct Break Fix, fault diagnosis, and resolution for desktop-related problems.• Install, upgrade, and troubleshoot operating systems (XP, Windows 7-10), Microsoft Office 2010, CiscoJabber, and other authorized desktop applications.

· Responsible for answering helpdesk queries via the telephone or email ·Tracking, recording and monitoring helpdesk calls.· Diagnostic, fault finding and resolving IT issues using remote control softwaretool· Responsible for setting up new accounts and administrating Microsoft Exchangeemail account· Updating and installing security software on computers· Document all software and hardware faults with resolutions

Providing 1st/2nd line support to users via telephone, email, face-to-face andremotely· Setting up new users on Active Directory with the correct credentials andpermissions· Use (Ivanti ISM application) to manage service requests, create tickets andtrack incidents· Ensuring that users are kept up to date at all times· Diagnosing and resolving software and hardware faults· Deploying windows 10 upgrade on all desktops and laptops using SCCM software· Use Asset Studio Software to manage and keep track of all desktops and laptopsdevices· Assisting with the software tests and helping to manage various projects