A Desktop and Service Helpdesk profile is a frontline IT role that acts as the single point of contact for employees or clients experiencing technical issues. Professionals in this role ensure smooth business operations by providing remote and on-site support for hardware, software, network connectivity, and user accounts Incident Management: Serve as the first point of contact (Level 1 and Level 2) for troubleshooting software errors, account lockouts, and network issues Hardware & Systems Support: Install, configure, and repair desktop computers, laptops, printers, and peripheral devices Remote Troubleshooting: Utilize remote desktop tools (e.g., AnyDesk, MS Remote Desktop, TeamViewer) to resolve client issues without being on-site Ticket Management: Log, prioritize, and track all IT requests using ITSM ticketing systems (e.g., ServiceNow, Jira, BMC Remedy) while adhering to Service Level Agreements (SLAs). User Provisioning: Create, modify, and manage user accounts and access rights via Active Directory and Microsoft 365 Graduate