Responsibilities Provide telephone support as far as possible before escalating the problem to a qualified support technician. Schedule and prioritize support call for attention by the most appropriate support technician. Escalate problem situations as appropriate. Provide accurate and comprehensive solutions to customer problems by collaborating with relevant ICT team members. Research, resolve, and respond to complex support requests. Empower customers so that they can make more effective use of the ICT services available to them. Participate in team projects that enhance the quality or efficiency of the ICT Service Desk. Contribute solutions to the resolution database. Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to customers. Provide technical assistance and support to end-users, including troubleshooting hardware and software issues, network connectivity problems, ...