Responsibilities

• How to serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).
• Perform initial diagnosis and attempt to resolve issues related to:
  • Password resets and account access
  • Email and collaboration tools
  • Operating system and basic hardware troubleshooting
  • Network connectivity (Wi‑Fi, VPN)
  • Standard applications (e.g., Microsoft Office, browsers)
• Escalate unresolved issues to L2/ L3 support or relevant teams, following defined SLAs.
• Monitor open tickets and ensure timely follow‑up and closure.
• Maintain detailed and accurate documentation of user interactions and solutions provided.
• Provide status updates and communication to users on ticket progress.
• Follow knowledge ba...