Role & Responsibilities:Ensuring user queries or issues are captured, validated, and triaged for further processing.Ensuring that various types of information are communicated to users through the appropriate channels.Acting as a first point of contact for users and customers and advising users on an appropriate course of action.Identifying and diagnosing issues and problems.Categorizing and recording reported queries.Working with various stakeholders to coordinate and execute tasks efficiently.Maintaining end-to-end ownership of incidents.Delivering customer service through multiple channels including human, digital, self-service, and automated.Escalating unresolved problems to a higher level of support, if needed.Proactively monitoring system performance, resource utilization, and health metrics.Identifying and resolving issues promptly to ensure system availability and reliability.Triaging with Techbar and L2 support to troubleshoot and resolve user issues.Well-developed interpersonal skills and proven ability to work alone and as a team with minimal supervision.Working experience in installation, maintenance, and support of IT equipment, including desktop computers, laptops, tablets, phones, scanners, and printers.
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