Desktop Support EUC L1

About the role

Provide first-line technical support to end users via phone, email, and ticketing systems.

Responsibilities

• Diagnose and resolve issues related to Windows OS, hardware, and standard applications such as Microsoft Office.
• Manage user accounts, password resets, and access permissions using Active Directory.
• Install, configure, and maintain desktops, laptops, printers, and other peripherals.
• Log and track incidents using ticketing tools like ServiceNow, ensuring SLA compliance.
• Troubleshoot basic network connectivity issues (Wi-Fi, VPN, IP configuration).
• Escalate complex technical issues to Level 2/3 support teams.
• Deliver remote support using tools like Microsoft Teams and Remote tool.