Provide first-level IT support as the primary point of contact, performing incident troubleshooting, root cause analysis, and implementing corrective and preventive actions to minimize business disruption.
Manage, triage, and assign service desk tickets using ITSM tools, ensuring timely resolution and adherence to SLA, while improving ticket routing efficiency and user experience.
Support automation and AI-assisted service desk processes, including ticket categorization, knowledge base usage, and resolution suggestions to improve response time and reduce repeat incidents.
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