Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
Escalates unresolved incidents/service requests within agreed timescales
Logs relevant incident/service request details per Service desk procedures […]
Ensures tickets are always updated until issues are resolved
Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person. […]
Installing and configuring necessary software and meeting end-user needs
Escalating any serious problems to relevant departments and teams […]
Performing system updates...