Duties & Responsibilities:

• Provide IT first level support to customers seeking technical assistance over the phone or email; 
• Record & track support issues and incidents within the Help Desk Management system;
• Logging and tracking issues in ticketing systems, ensuring timely resolution;
• Responding to service requests and incidents, diagnosing issues, and offering solutions via phone, email, or live chat;
• Monitor progress, follow up with customers and internal team, escalate to next level if necessary, provide feedback and update status;
• Contribute to build knowledge base;
• Walk all stakeholders through the Helpdesk procedures and ensure agreed services levels are  maintained.