service desk

Andares Zone

Key Responsibilities

• Provide hardware, software, and network problem diagnosis and resolution via phone, email, chat, and remote desktop support.
• Respond to and manage tickets, calls, and instant messages , ensuring proper documentation and timely closure.
• Route and escalate issues to internal Level 2 and Level 3 support teams as required.
• Coordinate and manage relationships with external vendors and service providers for problem resolution.
• Administer user access provisioning and account management activities.
• Use the Incident Management System to log, track, and resolve incidents and service requests.
• Perform detailed troubleshooting, including log analysis, root cause investigation, isolation, resolution, and follow-up .
• Provide Level 1 remote desktop support in accordance with established SOPs.
• Escalate c...