Service Desk Agent

Capture and manage incidents reported by users via various channels (mainly by phone). Diagnose, troubleshoot, and resolve technical issues based on the knowledge base. Provide first-level support to end-users by guiding them through problem-solving or escalating issues if necessary. Track and update the status of service requests and incidents in the ticketing system. Use and contribute to the knowledge base for problem-solving and documentation. Escalate complex issues to higher-level support or specialized teams when needed. Assist with user account management, including password resets and access permissions. Collaborate with business partners and other solution groups.