I have 5 years of experience as a Service Desk Technician, providing IT support for hardware, software, network, and user access issues through phone, email, and remote tools. I manage service tickets using tool ServiceNow to make sure problems are fixed on time. I also handle user accounts in Active Directory and give remote support using tool Microsoft Remote Desktop. When issues are complex, I escalate them to the right teams and keep users updated. I help create user guides and FAQs, focus on good customer service, and keep systems running smoothly. I also assist in setting up computers, installing software, and managing IT equipment records.