Key Responsibilities:

Accurately understand and respond to client queries via telephone, email, and instant messaging, ensuring every issue or request is logged promptly and correctly in the ticketing system.

Provide first-level IT support to end users, including remote desktop assistance, following Standard Operating Procedures (SOPs) within agreed Service Level Agreements (SLAs).

Diagnose and resolve hardware, software, and network issues for end users through phone, email, and chat communication.

Appropriately escalate tickets to internal second- and third-level IT support teams without misrouting.

Utilize the Incident Management System to document and manage incidents and service requests, including their resolutions and workarounds.

Assign service requests and incidents to relevant support teams and track progress until successful closure.

Engage with users to identify and diagnose problems, including issue recognition, log analysis, research, isolation, resolution, and follow-up actions.

Educate users on self-help resources, best practices, and IT system usage to promote awareness and reduce recurring issues.

Collaborate with Level 2 support teams during major incidents, providing timely updates to users.

Maintain comprehensive, clear, and up-to-date ticket notes for future reference and knowledge sharing.