Technical Troubleshooting & Resolution:
- Diagnose and resolve hardware, software, and network issues, where possible.
- Provide troubleshooting for applications and custom systems.
- Ensure resolution of issues related to desktop, mobile, VPN, and remote access.
Escalation Management:
- Escalate unresolved issues to Tier 2 or MSP/MSSP, ensuring smooth handoff and timely follow-up.
- Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues.
Incident & Problem Management:
- Monitor & track incidents using ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs.
- Conduct root cause analysis for recurring issues and recommend permanent solutions.
User Access & Security:
- Manage user accounts, permissions, and access requests across various systems.
- Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.
Application & System Support:
- Provide support for SaaS applications
- Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements.
Knowledge Base & Documentation:
- Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base.
- Provide feedback and recommendations to improve existing documentation and training materials.
- Customer Service & Communication:
- Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions.
- Provide status updates to users and internal stakeholders regarding incident progress and resolution times.
Proactive Monitoring & Maintenance:
- Support proactive monitoring of critical systems and services to identify potential issues before they impact users.
- Assist in implementing automated solutions to reduce repetitive incidents.
Collaboration & Training:
- Collaborate with cross-functional IT teams (network, infrastructure, cybersecurity) to resolve complex issues.