vital first point of contact between an organization's end-users and its IT department
Key Responsibilities
Incident Management: Serve as the first point of contact via phone, email, or ticketing systems. Troubleshoot and resolve hardware, software, and network issues.Access Management: Handle user account administration, including password resets, permission changes, and onboarding/offboarding employees.Hardware/Software Provisioning: Install, configure, and update applications, as well as set up and test current computer equipment.Ticket Escalation: Document client interactions in ITSM systems (e.g., ServiceNow). Escalate complex issues to Level 2/Level 3 teams when necessary and follow up to ensure resolution.Knowledge Base Maintenance: Create and update internal documentation, troubleshooting guides, and FAQs for end-users