• Provide quality customer support for all incoming contacts via call for IT-related issues or requests• Perform diagnostics, troubleshooting and resolution activities for incidents or requests beingreported, based on knowledge articles for incident or request processing & fulfillment• Appropriate use of all tools available for resolution activities (remote take-over, knowledge base,ticketing systems [ServiceNow], communication)• Log & categorize all contacts within an incident management (ticketing system) tool• Assign contacts that cannot be resolved on first contact to 2nd/3rd level support teams as per theknowledge base• Collaborate with 2nd/3rd level teams and Vendors as required• Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action• Identify and escalate urgent / priority incidents as required• Develop knowledge and keep up to date on new processes or proceduresSkills: Active Directory, Mobility, ServiceNow, Microsoft 365, Lotus Notes

Enhance Understanding of strengthen corporate security with business-aligned cyber thinking. Worked with Marketing, Threat catalog , Risk assessment and Control Catalog teams to understand Business Framework.Research & Analyze Numerous Controls for Data privacy, Data Protection and Zero trust.