Tracking incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams - Organizing Post-Incident Meeting to share / brainstorm on actions and suggestions to avoid similar incidents in the future or shorten resolution time - Maintaining the escalation tree - Managing Service Desk, Incident Management, Knowledge Management, Remote Desktop Support teams from process perspective. - Ensure Procedures and Documentation is up to date - Providing mandatory client training sessions for all new joiners as part of the official onboarding process.

Raising support tickets to aid the resolution of customer requests - Handling incoming phone calls and e-mails from customers regarding technical issues - Providing a high-quality standard of customer service - Cooperation with a team of IT specialists to deal with more complex problems