Description
The role provides first-level technical support to users through phone, email, chat, and service desk tools, handling incident registration, prioritization, tracking, escalation, and closure. It includes basic software and application support, script execution, ITSM and Assyst/Toki tool administration, telephone system installation and maintenance, backlog monitoring, user satisfaction surveys, knowledge-base creation, and compliance procedures. The position requires ITIL 4 Foundation or higher certification, plus one of several specified IT qualification courses or certifications.
