Assist theclient in IT matters through web portal, phone, and emails.

• Identify issue under which support team.
• Perform 1st level troubleshooting via phone.
• Log issues in service desk database and escalate to 2nd level support and 3rd party support vendors.
• To update ticket status to via email / web portal / WhatsApp when required.
• Manage incidents, to ensure speedy resolution, and whenever necessary conferencing with various resolver group and stakeholders.
• Ensure continuous improvement on job function.
• Perform other duties/tasks as required or assigned.