Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing tools.
Diagnose and resolve Level 1 IT issues related to hardware, software, printers, email, and basic networking.
Maintain and update incident tickets in the ITSM system (e.g., ServiceNow, Freshservice, etc.).
Generate and analyze reports on incidents, service requests, and SLAs using Excel functions like VLOOKUP, Pivot Tables, IF statements, conditional formatting, etc.
Assist in IT documentation and SOP updates using spreadsheets and templates.
Provide remote support for users via tools like AnyDesk, TeamViewer, or Remote Desktop.
Support onboarding/offboarding process including email setup, access provisioning, and laptop configuration.
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