• Act as the central point of contact between the user and IT Service Management. • Handle incidents and requests and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity. • Act as point of contact for all technical related issues and requests. • Provide appropriate customer service. • Drive all tickets to closure on time. • Handle calls & tickets within the defined SL. • Build good rapport with the customers as well as within team. • Keep management updated on major outages being reported to GSD. • Work as a team and help each other with issues/requests that need to handled daily basis.

• Manage user mailboxes, distribution lists, and shared mailboxes. • Implement and manage MFA for users to enhance security. • Manage provision access for all company applications, ensuring users have appropriate permissions. • Coordinate the onboarding process for new hires. • Configure and prepare new and existing PCs for deployment. • Install, update, and troubleshoot software applications as needed. • Triage and assign incoming helpdesk tickets based on priority. • Resolve Level 1 to Level 2 support tickets.

• Manage user mailboxes, distribution lists, and shared mailboxes • Implement and manage MFA for users to enhance security. • Manage provision access for all company applications, ensuring users have the appropriate permissions. • Maintain records of access levels and update them based on role changes or organizational requirements. • Coordinate the onboarding process, ensuring all IT requirements are set up for new hires. • Configure and prepare new and existing PCs for deployment, ensuring all software and configurations meet company standards. • Install, update, and troubleshoot software applications as needed. • Ensure all software licenses are managed and compliant with company policies. • Provide support and training for end users on the effective use of software applications. • Triage incoming helpdesk tickets and assign them based on priority and expertise needed. • Monitor ticket queues and escalate issues as needed to ensure timely resolution. • Resolve Level 1 to Level 2 support tickets, ranging from basic troubleshooting to more complex IT issues. • Escalate Level 2 problem tickets and Level 3 tickets as needed.

• Manage user mailboxes, distribution lists, and shared mailboxes. • Implement and manage MFA for users to enhance security. • Manage provision access for all company applications. • Coordinate the onboarding process, ensuring all IT requirements are set up for new hires. • Configure and prepare new and existing PCs for deployment. • Install, update, and troubleshoot software applications as needed. • Triage incoming helpdesk tickets and assign them based on priority. • Resolve Level 1 to Level 2 support tickets.