Perform first level support to assist end users at the onset of an issue or request
Serving as the first point of contact for end users seeking technical assistance over available contact channels
Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate
Categorize and record reported queries and provide solutions
Logs incidents and service requests and maintains relevant records […]
Update users on the status of reported cases and advise users on appropriate course of action
Monitor issues and requests from start to resolution
Escalate unresolved problems...