Junior Helpdesk Support

Serve as the primary IT support contact via phone, email, and MS Teams, aiming for first-contact resolution. Log and manage tickets using the Service Desk ticketing system, ensuring thorough descriptions and necessary approvals. Troubleshoot remote access issues and guide end users through problem-solving steps. Maintain clear work queues by adhering to SLA timeframes for ticket resolution. Administer Multi-Factor Authentication (MFA) for various applications and services. Manage Active Directory operations, including user account management and permission updates. Configure shared drive mappings and maintain distribution lists and Microsoft 365 groups. Document recurring issues and resolutions to reduce repeat incidents and contribute to the knowledge base. Participate in shift rotations or on-call duties to support global time zones as needed. Assist with user onboarding and offboarding processes, ensuring smooth hardware provisioning and account management.