Provide 1st level incident logging and resolution or re-assignment to the 2nd level
Provide Service Request Fulfilment for IT services
Provide support for various technical areas like, computers, computer peripherals, mobile phones, printers, applications, conference systems, user account and access management, etc
Adhere to and promote all applicable official Dennemeyer policies, procedures, and standards
Ensure the adherence to existing policies (ITSM, ITIL, Security)
Leverage the Dennemeyer official knowledge base in response to incidents and requests to ensure consistency and adherence to established practices.
Take the ownership and responsibility for assigned incidents, requests, or tasks and follow them up until solved and keep the user up to date
Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests, tasks assignments