- Provide first-line technical support to end users.
- Receive, register, prioritize and manage IT support tickets.
- Troubleshoot issues related to Windows 10/11, Outlook, Microsoft Teams, Microsoft Office, OneDrive, SharePoint and Citrix.
- Gather information and ask relevant questions to understand symptoms and identify possible root causes.
- Assess the impact and urgency of incidents and service requests.
- Resolve technical issues independently within your scope of responsibility.
- Escalate unresolved or more complex issues to the appropriate support teams.
- Follow tickets through to resolution and keep users informed of their progress.
- Accurately document incidents, troubleshooting steps and resolutions.
- Deliver clear, professional and customer-focused support.
Citrix