Act as a single point of contact for phone calls, emails , chats and Self-service tickets from staff regarding IT issues and queries
Receiving, logging, and managing calls from internal staff via telephone, email, chat, voice mail, self-service, etc.
1st and 2nd line support - troubleshooting of IT-related problems from in-house software to hardware
Escalate unresolved calls to the infrastructure support teams
Log all calls in the Service Desk ticketing tools such as ServiceNow, […]
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress...