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• Serve as first point of contact for all IT incidents. Provide first call technical support via Ticketing System • Conduct first level troubleshooting / preliminary assessment (triaging) of the nature of IT incidents reported by end user • Identify and escalate potential issues to second level support (e.g. IT Infra Executives, or Software/Database Executives) • Accurately and timely log all end users’ IT problems and follow-up interactions into the ticketing system
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