Responsibilities:

• Represent the first point of contact and respond for all IT incidents reported through the helpdesk application, work ︁︀email and call-center systems;
• Evaluate reported incidents resulting in either their resolution or escalation to direct supervisor;
• Prioritise, schedule and escalate issues (when required) to level 2 and level 3 technical support;
• Provide remote support using specific applications;
• Collaborate with colleagues from the technical department and other colleagues from related departments to solve more complex problems;
• Record, track ︁︀and document helpdesk requests and problem-solving process;
• Document solutions to common problems and maintain a knowledge base for internal use. Share knowledge and best practices with team members to foster a collaborative environment;
• Tracking the technical support process until the ticket is closed and ensuring that the partners are satisfied with the solutions provided;