Core Responsibilities: Contribute to projects with wide-ranging impact on the organization, offering IT support and expertise to ensure project success Collaborate closely with Service Delivery Manager and ServiceDesk Lead to analyze incident trends, identify root causes, and implement effective resolutions Provide remote and on-site technical support for workstation hardware, applications, email, printers, smart devices, corporate mobile phones, and network-related services Perform workstation setup and relocation Assist in setting up meeting rooms for conferences where IT support is needed Service Level Management - delivery support in accordance with service targets Compliance with IT Service Management processes and IT Risk & Security policies Technical Skills: Experience with SaaS ITSM Suite of tools such as ServiceNow Strong technical knowledge of workstation hardware, software applications, printers, iOS, smartphones, tablets, and network-related services ServiceNow Active Directory AVD/WVD support Microsoft SharePoint MS Intune iOS and Android OS Voice (IP phone), smart device/corporate mobile phone support Essential Skills: Proficient in troubleshooting and problem-solving techniques Excellent communication skills with ability to effectively interact with end-users and support teams Knowledge of ITIL best practices and incident management processes Strong analytical and reporting skills Self-motivated, proactive, and able to work both independently and collaboratively Good documentation skills and attention to detail Proficiency in spoken and written English Ability to invoke problem escalation process to next level of support Create and deliver accurate dashboards/reports to communicate performance metrics in relation to SLA Coordinate with vendors and facility teams for timely resolution of issues Maintain accurate hardware and software inventory and documentation