Workplace Engineering Track Associate

LH_IMS_Managed Services_FPP H&I3 Level 1 Service Desk Support Provide first-line IT support as the initial point of contact for users. Receive, log, categorize, prioritize, and manage incidents and service requests through approved channels and ServiceNow. Troubleshoot standard end-user issues, including access, password resets, Microsoft 365, applications, hardware, software, connectivity, and general IT support. Use knowledge articles, SOPs, scripts, and approved tools to resolve issues at first contact where possible. Escalate tickets to Level 2 or resolver groups when outside scope, ensuring complete documentation, accurate categorization, priority, business impact, troubleshooting steps, and resolution notes. Communicate professionally with users, provide timely updates, handle VIP or high-priority issues appropriately, and support SLA compliance. Identify recurring issues, knowledge gaps, and automation opportunities. Required skills include customer service, hardware troubleshooting, Microsoft 365, Azure and Active Directory basics, ServiceNow knowledge, ITIL Foundations understanding, accurate ticket documentation, attention to detail, and ability to work in a high-volume shift environment. Language requirement: B2 minimum, C1 preferred, across speaking, listening, writing, and technical context.