Provide onsite support at client's premise, remote support by phone & email, and standby support if necessary/activated. Handling clients/end-users IT related requests
Incident Tracking: Accurately log, update, and resolve support requests within the IT Service Management (ITSM) platform, ensuring timely communication with users.
This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.