Provide excellent customer service and resolve the customer’s queries.Effectively communicate with the team and follow all the process for the call flow.Support for Coles Supermarket, Liquor Express, Coles Online, Supply Chain – Distributing center, Head office and Offshore and External suppliers.Perform efficient level 1 troubleshooting for smooth operations for all the hardware, networking and software issues.Working on various monitoring tools like Service Now, BAM, IDM, AD, DameWare, SCCM, Remote assistance and RDP, MDM Portal, director.Assess, prioritize and allocate identified incidents to Business Support, Application Support and Technical Support staff and follow up escalated problemsEnsure all incidents are logged into the call logging database, troubleshooting by following the help files in the database.Help the team members by providing the appropriate guidance while floor walking.Supporting new team members while in training, help them to utilize the tools effectively in order to manage the time and engaging with the suggestions.