Handled incoming incidents promptly via phone, email, and internal logging systems. Diagnosed and resolved a wide range of hardware, software, and network technical issues remotely. Managed Active Directory tasks including creating, moving, and deleting users, as well as password resets. Took complete ownership of logged incidents from initial contact through to final resolution and closure.

Provided comprehensive 1st and 2nd line support for servers, desktops, laptops, and printers. Monitored server hardware, software, and system backups to ensure operational continuity. Investigated and implemented proactive ways to reduce recurring call volumes on the service desk.

Provided dedicated telephonic and remote technical support to call centre agents. Troubleshot printer driver errors, print spooler errors, and client software installations. Promoted to the IT Service Desk role due to strong technical performance and problem-solving skills.