o Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers, end users, Route problems to internal 2nd and 3rd level IT support staff.o Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.o Responds to telephone calls, email, instant messages, and assigned tickets from users, Assign work orders / incidents to appropriate support teams and follow up until closure.o Escalate complex problem to appropriate support specialists Responsible for activities relating. o Troubleshoot client software and basic network connectivity problems Identify, evaluate and prioritize customer problems and complaints.o Routine maintenance updates with other IT staff and business units provide all required documentation including standards, configurations and diagram Provide knowledge transfer of EUC operationso Coordinate and manage relationships with support staff that provide hardware / software / network problem resolution