IT Level 1 Support Services

•IT Assets Management

•ServiceDesk tool management

•Call Handling & Ticket Logging

•Basic Troubleshooting & Resolution (Windows, Outlook, Network, Printer, SAP GUI)

•Password Reset & Account Lockouts

Weekly Ticket Summary Report

•Monthly SLA Compliance Report

•Monthly User Satisfaction Feedback Summary

•Quarterly Incident Trends & Root Cause Analysis

Application Installation and Troubleshooting

•Windows Image / Operating System preparation for various Hardwares

•Printers monitoring & management

•IP Telephone installation and basic troubleshooting

•Working with leasing vendors for PCs/Printers/other services

•Conference Room/ Training Hall support & user guidance

•Application Access Support (SAP, Office365, SharePoint, etc.)

•Hardware Issue Logging & Escalation

•Hardware installation, replacement & support

•User Onboarding/Offboarding Requests

•Site & Remote Support via approved tools (e.g., Remote Control, Teams)

•Daily Checklist/Health Monitoring Tasks

•Logging Service Requests for IT L2/L3 teams

•Initial Diagnosis & Categorization of Incidents

•Knowledge Base Usage & Contribution

•IT ServiceDesk reporting & documentation