Responsibilities

• Serve as the initial point of contact for users via phone, chat, and email
• Record and categorize incidents, service request, and inquires in ITSM (Service Now).
• Provide first-line support for common IT issues such as:

Password Resets and Unlock accounts

Basic network and connectivity issues

Basic outlook concerns

Basic hardware and connection issues

Software installation

• Follow standard operating procedures for issue resolution and escalation.
• Escalate unresolved or complex incidents to ATS (Advance Technical Support).
• Communicate (English/Spanish) effectively with users regarding ticket status and resolution updates.
• Prioritize tickets based on urgency and impact.
• Document solutions and contribute to the Knowledge base.
• Participate in continuous improvement initiatives and regular team meetings.