• Handles first-line incidents, including triage and troubleshooting, resolution where possible, and assignment or escalation of tickets to 2nd/3rd line support teams.

• Supports Service Request Management and Service Restoration Management Level 1

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills.

• Receive and respond to user inquiries and requests via phone, chat, portal and email.

• Ensure fast and accurate turnaround of work.

• Solve problems using agreed upon procedures.

• Develop a comprehensive understanding and mastery of all Service Desk tools .

• Remain updated on products, policy, procedure and other important operational issues.

• Perform other duties as assigned