RESPONSIBILITIES:
• First point of contact for incidents and service requests logged by the end users
• Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms
• 1st line support – Remote Troubleshooting and resolution of IT problems related to end user devices (computers and Mobile), Network, applications and computer peripherals
• Prioritize requests and incidents based on impact and urgency by selecting severity level
• Escalate and coordinate unresolved tickets with the relevant technical teams located globally
•Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Creating and updating support documentation and Knowledge base articles to assist other support staff and end users
