Act as a single point of contact for phone calls and tickets from employees concerning IT issues and queries.
Provide 1st and 2nd level support - troubleshoot and resolve IT related problems form software to hardware, such as Microsoft Windows 10 and Microsoft Office 365, laptops, desktops, printers, mobile devices.
Handle IT support phone calls and tickets within SLA defined.
Log all phone calls in the Service Desk tool (ServiceNow).
Ensure phone queue SLA are met.
Take ownership and coordinate with other IT support teams for high priority issues.
Escalate unresolved tickets to next level support teams.
Participate in on-call rotation to provide coverage when required.
