• Act as the initial point of contact for clients, providing first-level customer support through face-to-face interactions, phone and email. • Ensure the diligent tracking and maintenance of the Council's technology assets and mobile devices, adhering strictly to the Council's established procedures.• Actively manage and update the Georges River Council IMT Knowledge Base.• Utilize IT Service Management tool (Zoho ticket system) and document customers requests and incidents in accordance with ITIL and Georges River Councils processes. • Service customer withing the agreed SLA and maximise the positive experience helping resolve issues upon first contact.• Assist with Service Desk inquiries by prioritizing customer satisfaction and employing solution-driven strategies.• Prepare laptops and desktops by imaging them for immediate use.• Enhance customer experience by maximizing availability while setting right expectations for both walk-in and remote customers queries.• Onboard and offboard users.• Contact and collaborate with external vendors and internal stakeholders on demand

• Acted as a first point of contact for IT related queries. • Reset Multifactor Authentication and guided customers to register device on Microsoft Authenticator application. • Engaged with vendors such as HP, Lexmark, Lenovo, and Dell on demand basis. • Created Request or Incidents using Zoho ticketing based on type of problem on behalf of customers and performed first level triage, diagnostics, and troubleshooting. • Escalated the tickets to the appropriate team where necessary with detailed notes on investigation of the issue. • Troubleshooted BSOD (Blue Screen of Death) in accordance with error code and supplied bit locker key when essential. • Diagnosed Outlook related issues pointing towards add-ins, storage, signatures, email synchronization, emails stuck in outbox and Outlook crashing and freezing.