Desktop Support/ Production Support

Job description

**Role Overview** A Service Desk professional acts as the first point of contact for users experiencing technical issues. They troubleshoot problems, resolve incidents, and ensure smooth IT operations. **Key Responsibilities** - Respond to user queries via phone, email, or ticketing systems - Diagnose and troubleshoot hardware, software, and network issues - Log, track, and manage incidents using IT service management tools - Escalate complex issues to higher-level support teams - Install, configure, and maintain computer systems and applications - Provide step-by-step technical guidance to users - Monitor system performance and report recurring issues - Maintain documentation of processes and solutions