Minimum 3+ years of experience in a service Desk Excellent communication and conversation skills in English with a Versant Score of 70 Good Knowledge of Incident, Change, and Problem Management Manage Service Desk activities, including: Owning overall responsibility for the Incident and Service Request process handling on the Service Desk Liaise with the Service Manager Help with the development and issuance of Service Desk Operational Reports Driving automation and self-service improvements, reducing manual effort for repetitive tasks. Resolving technical issues over the telephone, via email, via live chat, and Self-Service, in a friendly and professional manner Advanced troubleshooting and resolution of escalated issues, reducing reliance on higher-tier support. Advanced Active Directory management, including account provisioning, group policies, security access controls, and directory synchronization. O365 administration andamp; advanced support, including Exchange Online, Teams, SharePoint, and OneDrive troubleshooting. Network troubleshooting, including DNS, DHCP, VPN, Firewall rules, and Proxy issues. Remote Desktop andamp; Endpoint Management using SCCM, Intune, or similar tools. Monitoring and managing ITSM queues to ensure ticket categorization, prioritization, and SLA compliance. Generating and analysing service performance reports, identifying trends and driving improvements. Maintaining and enhancing the knowledge base, contributing to SOPs, FAQs, and ..... full job details .....