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Your new role Handle Incoming Requests: Log, track, and resolve incidents and service requests from end users via telephone, portal, email, and walk-ins. Immediate Action: Identify and take corrective action to resolve or contain issues directly. Use technical and problem-solving skills to address 70-80% of incoming calls. Record Keeping: Accurately record call details in the IT Service Management tool, ensuring customer information is up-to-date. Issue Monitoring: Monitor and escalate issues based on their severity. Troubleshooting: Utilise diagnostic tools, FAQs, and knowledge bases to...  more ->