Handles incoming calls in a timely and professional way. Tracks all calls using service desk software. Performs ticket assignment and escalation as required. Performs daily follow-up on open calls with no activity. Provides general first-level support. Proactively identifies trends and drives remediation efforts with technical support and other IS groups as required on problem determination, solution implementation, and thorough documentation of progress and results.

Maintains and executes tasks with an extensive knowledge of processes and procedures for regulatory controls. Manages producti...