- You will act as the primary point of contact for technical support related to access requirements, software or hardware issues to internal employees via phone, email, chat, or in person.
- Provisioning and de-provisioning of user accounts, access to applications, group emails, SharePoint, etc.
- Triage the user issues and resolve them, escalate to the L2 teams if necessary.
- In person support to the VIP’s and senior leadership team to ensure their devices are working and necessary support is provided.
- Ensure the defined SLAs are met for resolving technical issues and ensure all support requests are accurately documented and resolved.
- Provide clear and timely updates on support requests, task status, and priorities to the IT Help Desk Manager and other relevant stakeholders.
- Maintain an up-to-date and comprehensive knowledge base by documenting frequently asked questions (FAQs), known issues, and their resolutions.
- Adhere to company security policies and procedures, ensuring the safeguarding of sensitive information.
- Foster a positive and collaborative working relationship with team members, demonstrating respect, reliability, and a willingness to support peers.
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