Job Description :
o Act as a single/first point of contact for phone calls and chats for IT issues and querieso Troubleshoot basic (L1) issues as per standard operating procedureo Updating knowledge base as and when requiredo Escalate unresolved calls to appropriate teamso Log all calls in Service Nowo Take ownership of user issues and communicate progress in a timely mannero Adhere to defined standards, policies and procedureso Participating in persistent group chats