We are looking for a proactive and customer-focused IT Support professional to join a dynamic service desk team. This role serves as the primary human escalation channel for end users when automated self-serviceor virtual agent solutions require additional intervention.

The successful candidate will play a key role in delivering responsive support, maintaining service quality standards, and leveraging AI‑assisted tools to enhance resolution efficiency and user experience.

• Provide Level 1 and Level 2 support across multiple communication channels including phone, email, collaboration platforms, and ITSM portals
• Take ownership of tickets escalated from AI‑driven support tools and ensure timely resolution
• Troubleshoot issues related to user access, authentication, Microsoft 365 applications, VPN connectivity, endpoint software, and general network access
• Accurately log, categorize, and priori...