Provide incident reporting via the existing ticketing system, providing a single point of contact for all IT matters :
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate Information Technology resources to resolve incidents that are beyond the scope of their ability or responsibility- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude- Ensures the end-to-end user experience and provides a single point-of-contact for the customer- Handling of 1st level troubleshooting- Perform root cause analysis on tickets and obtain advanced troubleshooting skills- Troubleshoot basic network issues such as lack of connectivity- Escalate unresolved calls to the 2nd and 3rd level infrastructure / App support team- Proactively update customers with call status and resolution progress