• Resolve intermediate scheduled and reactive service calls, both onsite and remotely. • Independently install and troubleshoot client hardware and software, ensuring optimal performance and security. • Provide comprehensive IT advice and training to clients, empowering them to leverage technology effectively. • Conduct regular ticket reviews, report findings to the Service Desk Team Lead, and identify opportunities to enhance service delivery through process improvement suggestions. • Maintain detailed and accurate documentation for all service requests, ensuring clear communication and future reference. • Proactively maintain and improve customer satisfaction and relationships, fostering trust and loyalty.