End-User Support:

Respond to and resolve IT support requests from end-users via phone, email, or chat.

Provide remote and deskside support to ensure minimal disruption to business operations.

Troubleshooting & Issue Resolution:

Diagnose and troubleshoot software, hardware, and network issues for end-users.

Collaborate with specialized teams to resolve complex problems or escalate them to higher-level support when necessary.

Ticket Management:

Document all issues and resolutions accurately in ServiceNow.

Monitor and follow up on assigned tickets to ensure timely resolution, especially for deskside support (NA region).

Ensure that tickets are closed within the defined SLA timeframe.

Printer Support:

Support and troubleshoot printer systems, including Oracle and Loftware LPA & Spectrum.

Assist the Loftware printer team with spectrum migration activities and any other related tasks.

MECM Remote Tool Assistance:

Provide assistance to users with Microsoft Endpoint Configuration Manager (MECM) remote tools for troubleshooting and software deployment.

Collaboration & Communication:

Work effectively with cross-functional teams to resolve technical issues and improve support processes.

Keep stakeholders informed of progress on open tickets and any related issues.