Provided technical support to end users by diagnosing and resolving hardware, software andnetwork related issues. Assisted users with troubleshooting a variety of technical problems over thephone or remote access tools.• Logged, tracked and managed Incident tickets using ticketing systems to ServiceNow or Jira.Documents and escalated incidents as necessary to ensure timely resolution.• Handled user account setup, password resets and permissions ensuring appropriate access for endusers.• Troubleshooted and resolve basic network connectivity issues including Wifi, VPN and LANconfigurations.• Lodged claims for mobile, laptop or electronic devices if required for repair or replacement to supportend users.• Delivered exceptional customer service by maintaining a patient, understanding, andproactive approach to resolving user issues, ensuring a positive experience for all end-users.