Key Responsibilities• Receives and handles requests for service, following agreed procedures.• Logs incidents and service requests and maintains relevant records:o Identifies and classifies incident types and service interruptionso Records incidents cataloguing them by symptom and resolution• Systematically interprets user problems and identifies solutions and possible side effects.• Uses experience to address user problems and interrogates database for potential solutions.• Escalates complex or unresolved incidents.• During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.• Maintains records, informs users about the process and advises relevant persons of actions taken.Tools • Microsoft 365 Admin Center• Exchange Admin Center• Microsoft Endpoint Manager Admin Center (Intune)• Adobe Admin Console• Azure Active Directory, Active Directory • Microsoft Endpoint Configuration Manager (SCCM)• Command Line (CMD)• Service Now (ITIL)• Citrix Workspace