Saqib Iqbal

Technical Support Officer – ITSM

• Job Details:Acted as first point of contact for technical issues, providing level 1 and level 2 support via helpdesk. Diagnosed and resolved hardware, software, and network issues including desktops, printers, and laptops. Installed, configured, and maintained network devices and IT systems across multiple locations. Led endpoint security deployments including antivirus, USB control, and patch management tools. Managed Active Directory: user account creation, password resets, and access group configurations. Created technical documentation for IT processes, security protocols, and user guides. Supported ITSM best practices to streamline support requests and escalation workflows. Managed Freshdesk ticketing system ensuring timely resolution of incidents and requests. Collaborated with cross-functional teams to implement system upgrades, software rollouts, and project deployments. Ensured adherence to IT security policies and supported internal IT audits.