BPO - Service Desk Engineer 1 (Hybrid Setup)

What you'll do:

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues.
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
• Record, track, and document the service desk incident within the Service Desk application.
• Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed.
• Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting.
• Add users, remove users, reset passwords, and change folder permissions.
• Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work.
• Utilize remote...