- Handle incidents, service requests, and queries via phone, email, chat, and ticketing tools.
- Troubleshoot Windows, Microsoft 365, Outlook, Teams, VPN, printers, and common enterprise applications.
- Manage user accounts, password resets, and access requests through Active Directory and related systems.
- Meet SLA targets for ticket response and resolution.
- Perform ticket categorization, prioritization, escalation, and documentation.
- Provide remote support to global users.
- Create and maintain knowledge base articles.
- Coordinate with infrastructure, network, and application teams for issue resolution.