- Manage incidents, problems, and service requests via email, phone, chat, or self-service portal.
- Categorize incidents by impact and priority to restore services quickly.
- Perform initial ticket intake, resolution attempts, and escalation to appropriate teams.
- Maintain ticket status and documentation in compliance with applicable SLAs and OLAs.
- Provide remote desktop troubleshooting using tools like BeyondTrust (Bomgar).
- Assist users with configuration and usage of Microsoft 365 and other approved applications.
- Support assistive technology tools such as Windows Ease of Use and Jaws.
- Manage online collaboration tools including scheduling meetings for WebEx, Zoom, and Teams.
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