Key Responsibilities:

·       Provide day-to-day desktop support and help desk operations, ensuring adherence to defined SLAs and service quality metrics.

·       Drive standardization in desktop images, configurations, and security compliance.

·       Respond to tickets, calls, and emails promptly; ensure timely resolution and escalation when needed.

·       Install, configure, and troubleshoot operating systems, applications, and peripheral devices.

·       Monitor system performance and proactively identify potential issues.

·       Learn and adhere to policies and pr

Key Performance Indicators (KPIs):

·       SLA adherence for incident and request resolution.

·       First-call resolution rate.

·       Average response and resolution times.

·       End-user satisfaction and feedback scores.

·       Reduction in repeat incidents.

·       Compliance with endpoint security and patch standards.

·       Ticket backlog and queue management efficiency