Receive end-user callsLog the end-user calls through the customer’s internal ticketing systemActing as the single point of communication for users & the IT department for all IT-related requests.Answer emergency and non-emergency calls and document important information. In addition, dispatch the ticket queue.Respond to any issues and follow-up by coordinating with the appropriate departments or field units.Coordinating and working closely with all operating teamsIdentify potential problems or outages in a timely manner.Address problems and requests by transmitting information or providing solutionsProviding resolution to level one.Alerting management when necessary for high visibility and critical issues.Maintaining documentation for all Service Desk and end-user processes and procedures.Fielding inquiries/problems and providing updates to all users on the progress and completion of requests.Following-up with users and technicians until the issue is resolved.Working with all levels of users.Creation of service tickets and service requests for technical support staff and create regular issues log analyses

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