Job Description

Area(s) of responsibility

Key Responsibilities

Provide phone, email, chat and ServiceNow portal support.
Validate user entitlement, log, categorize, prioritize and route incidents and service requests accurately.
Resolve standard issues using approved SOPs, knowledge articles and remote troubleshooting.
Provide remote desktop support for desktops, laptops, mobile devices and peripherals, including software installation, printer mapping, basic hardware troubleshooting, profile issues and common connectivity problems.
Support password reset/unlock, onboarding/offboarding and approved access requests for Windows, SAP, Google, ServiceNow, Salesforce, Vology, JIVS, D365 and BI applications.
Perform follow-up for dispatched incidents and aged service requests, coordinate with resolver groups and validate closure with users.
Support major incident bridge setup, impact capture and user communication as directed.
Maintain ticket evidence and contribute to knowledge articles and user guides.