Service desk

Service Desk

Handle incoming calls, emails, and chat requests from users. · Log incidents and service requests accurately in the ticketing system. · Provide first-level troubleshooting for hardware, software, and network issues. · Escalate unresolved issues to appropriate support teams. · Follow up on open tickets to ensure timely resolution. · Maintain knowledge base articles and update documentation. · Ensure compliance with SLAs and ITIL processes. · Communicate effectively with users regarding status and resolution. · Identify recurring issues and suggest improvements.