Receive and record technical and/or application support calls from end users
Record incident resolutions in the IT Help Desk tool.
Manage service requests, software installations, new computer setups, upgrades, etc.
Provide initial assessment of urgency and business impact on all support calls.
Escalate to appropriate supervisor when needed and monitor progress on critical priority tickets.
Follow-up with supervisor to support teams for timely completion of tasks.
Ability to work independently and in a team environment.
Ensuring responses and resolutions to all the incidents and service requests and daily updates and reports
Ability to communicate well with internal and external contacts.
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