· Provided first-line technical support to end users via phone, email, and ticketing systems.
· Diagnosed and resolved issues related to Windows OS, hardware, and standard applications such as Microsoft Office.
· Managed user accounts, password resets, and access permissions using Active Directory.
· Installed, configured, and maintained desktops, laptops, printers, and other peripherals.
· Logged and tracked incidents using ticketing tools like ServiceNow, ensuring SLA compliance.
· Troubleshot basic network connectivity issues (Wi-Fi, VPN, IP configuration).
· Escalated complex technical issues to Level 2/3 support teams.
· Delivered remote support using tools like Microsoft Teams and Remote tool.

Desktop Support Analyst

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