• Resolving the issues through phone, chat, and email communication channels in a fast paced environment. • Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution. • Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns. • Manage customer expectations regarding estimated response times for issue resolution. • Extensively research and document customer technical issues. • Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.

• Supporting IT infrastructure, cloud services, workplace technologies, and business applications. • Troubleshooting technical issues and ensuring a reliable end-user experience. • Managing user access, identity services, and device management activities. • Assisting with infrastructure projects, office technology deployments, and workplace initiatives. • Maintaining technical documentation and operational standards. • Collaborating with internal teams, vendors, and stakeholders to support IT projects and continuous improvement initiatives.

• Provide support in identifying and resolving incidents and/or problems in the NEXDOM systems. • Clarify questions regarding system functionalities. • Suggest improvements to workflows and processes based on support interactions. • Maintain active communication during support interactions via chat, email, phone and other channels. • Reclassify ticket severity and type, ensuring the correct handling and routing of requests. • Fully document the progress and resolution of tickets, enabling requester follow-up. • Work based on incident evidence, aiming for accurate, effective resolution. • Contribute to maintaining the knowledge base and research library. • Follow and propose improvements to internal processes and guidelines. • Share knowledge with the team and maintain collaborative working relationships with colleagues. • Provide support with respect, professionalism, and empathy, aiming for a positive experience. • Demonstrate active, empathetic, and objective listening focused on problem resolution. • Perform other related tasks as requested by leadership. • Work under close and ongoing guidance and supervision. • Stay updated on procedures, trainings, and certifications relevant to the area. • Ensure tickets are handled within the agreed SLA. • Interact with resolution teams for joint handling of issues. • Study and analyze requests, escalating or routing them as necessary.

• Provide support in identifying and resolving incidents and/or problems in NEXDOM systems. • Clarify questions about system functionality. • Propose and discuss workflow and process improvements with the team and management. • Maintain active communication during support interactions (chat, email, phone, etc.). • Reclassify ticket severity and type when necessary. • Record complete solutions and the progress of tickets. • Act based on incident evidence to ensure accurate responses. • Contribute to maintaining the research library and knowledge management. • Follow and suggest improvements to internal processes and guidelines. • Share knowledge with the team to promote collaborative work. • Provide courteous and empathetic service to ensure a positive experience. • Demonstrate active listening and a focus on problem resolution. • Perform or develop related tasks as requested by the supervisor. • Receive and guide new analysts during onboarding. • Manage the resolution of incidents and requests with greater autonomy. • Align with service-desk best practices. • Execute assignments with periodic guidance and limited supervision. • Stay up to date with procedures, training, and certifications relevant to the area. • Triage and diagnose incoming tickets. • Document solutions in tickets to facilitate future searches. • Handle tickets within SLA or route them to the appropriate team. • Respond to requests quickly with a focus on customer satisfaction. • Create and maintain a knowledge base, analyzing processes and proposing improvements. • Interact with resolver teams for joint issue handling. • Analyze and review requests to ensure proper resolution or escalation.