Help Desk Technician

Respond to IT-related inquiries submitted via email or other approved communication channels. Create, manage, and update support tickets in the organization’s ITSM system. Provide Tier 1 support, including basic troubleshooting, account and access assistance, password resets, and user navigation guidance. Escalate issues beyond Tier 1 scope to Tier 2 staff or designated technical teams. Maintain clear and accurate documentation of all interactions, troubleshooting steps, and resolutions within the ITSM platform. Objectives Ensure timely, accurate, and customer-focused support for all IT users. Improve user satisfaction through effective remote support and clear communication. Support organizational IT standards, processes, and security requirements. Serve as the first point of contact for IT support, manage all assigned tickets and esc**?** Compliance & Confidentiality The helpdesk professional must comply with all organizational security, privacy, and data protection policies. Confidentiality of user information and system data must be always maintained. #J-18808-Ljbffr