Level 1 Service Desk (English required)

• Serve as the primary point of contact for IT support requests received via phone, email, chat, and self-service portal.
• Log, categorize, and prioritize all incoming incidents and service requests in ServiceNow following ITSM standards.
• Diagnose and resolve common technical issues, including:
• Password resets and account unlocks (Active Directory / Azure AD)
• Basic Windows 10/11 operating system issues
• Microsoft 365 (Outlook, Teams, OneDrive) basic usage and configuration
• Hardware issues: laptops, desktops, printers, and peripherals
• Basic network connectivity (WiFi, VPN client, shared drives)
• Software installation and licensing requests
• Follow documented knowledge base articles and SOPs to resolve issues consistently.
• Escalate unresolved or complex incidents to Level 2 technicians with clear, complete documentation.

Service Management

• Maintain acc...