Answers users questions regarding uploading and opening documents in eOPF application • Answering phone calls from end users and opening incident tickets via SDE ticketing system for log in and password reset issues • Monitors incoming incidents via phone and the SDE ticketing system; accurately documenting details, work performed, and resolutions • Responsible for providing the first-line of telephone technical support of systems and software applications for customers using eOPF application • Escalate problems to appropriate technical support staff and notify supervisor in accordance with NBC escalation procedures. Respond to e-mail and voicemail messages at all times • Documents, tracks, and monitors SDE tickets to ensure resolution in a timely manner • Works users through on how to reset IE 8/9 in other for them to view and print documents  • Creates problem tickets in problem tracking software for all calls including issues that must be referred to other support groups and participates in internal team meetings • Maintain contact with the customer to ensure effective problem tracking • Verifies and documents information on caller, their user information, and the issues at hand • Resolves network and computer issues and ensure that tickets are closed in a timely manner