· Support end users via Phone Call, Email or Chat. Visit user desk as necessary.
· Microsoft outlook, basic networking , Intune, MS Teams O365, Print and Azure skills
· Windows 10 & Application Related Troubleshooting
· Enter and manage all incidents in the incident management system and act as a liaison between customers and technical escalation teams.
· Be part of P1 Incident Management Calls
· Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
· Obtain High Customer Satisfaction Survey feedbacs
· Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
· Apply diagnostic utilities to aid in troubleshooting.
· Incident resolution and Ticket closure