Job Description
Role Overview
We are looking for a proactive and customer-focused IT Support professional to join a dynamic service desk team. This role serves as the primary human escalation channel for end users when automated self-serviceor virtual agent solutions require additional intervention.
The successful candidate will play a key role in delivering responsive support, maintaining service quality standards, and leveraging AI‑assisted tools to enhance resolution efficiency and user experience.
Key Responsibilities- Provide Level 1 and Level 2 support across multiple communication channels including phone, email, collaboration platforms, and ITSM portals
- Take ownership of tickets escalated from AI‑driven support tools and ensure timely resolution
- Troubleshoot issues related to user access, authentication, Microsoft 365 applications, VPN connectivity, endpoint software, and general network access
- Accurately log, categorize, and priori...