Duties and amp; Responsibilities:

• Manage and respond to incoming calls for technical support requests and incidents from end users.
• Perform triage to assess the severity and nature of reported incidents.
• Prioritize and escalate tickets based on urgency and impact.
• Provide timely and effective resolution of desktop issues within agreed service level agreements (SLAs).
• Accurately document all incidents, actions taken, and resolutions in the ticketing system.
• Monitor and track incident progress to ensure timely follow-up and closure.
• Collaborate with team members to continuously improve triage and dispatch processes.