•Answer all incoming telephone calls, take a message, or follow-up and return calls,

•Keep a record of the telephone calls and the issues in a helpdesk management system,

•Serve as liaison between customers and the IT department to resolve issues,

•Track issues to resolution and update the concerned people accordingly,

•Deliver consistently high levels of customer service,

•Document solutions for future reference,

•Other duties are assigned.

•Follow up with Engineers & Team Leader to Close the Calls.

•Send the Job Completion form to Clients. 

•Sending the Monthly report for total logged Jobs during the month.

•Generate Report from Help master Pro for Open Issues/Outages Report and discuss issues with IT Manager & Technical Support Team Leader.

•Assigning the Jobs to Support Engineers in office and if there is any call for corrective maintenance with coordination of Team Leader & Technical Support Manager.