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· Serve as the first line of support for incoming calls, chats and tickets
from end users.

·
Answer all contacts efficiently in a
professional and courteous manner in the requested languages as applicable.

·
Remotely diagnose and troubleshoot basic
technical issues related to hardware, software, and network connectivity.

·
Document all incidents and service
requests in ServiceNow accurately and timely.

·
Effectively & efficiently manage
workload via ServiceNow to achieve set SLAs.

·
Follow up with end-users to ensure their
issues have been satisfactorily resolved.

·
Escalate unresolved issues to the
appropriate technical teams or senior technicians.

·
Work collaboratively with other IT
departments to resolve issues and implement solutions.

·
Maintain a positive and professional
attitude towards customers and colleagues.

·
Participate in training sessions and
continuous learning opportunities.

• Contribute to Knowledge management.