•Answers and responds to inbound calls or electronic requests from end-users regarding products•Creates and documents all support calls from the user community into the service desk tracking software•Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support•Analyzes and resolves all application software or hardware incidents and requests from end-users•Ensures to log and tracks incidents and requests from identification through resolution stages•Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete•Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact•