·        Answer and log all incoming calls, emails, and messages related to service/support requests.

·        Create, manage, and update tickets in the ticketing system (e.g., ServiceNow, Freshdesk, Zendesk, etc.).

·        Assign tickets to the appropriate teams or technicians based on issue type and priority.

·        Monitor open tickets and follow up with stakeholders to ensure timely resolution.

·        Escalate urgent or unresolved issues to higher-level support or supervisors as needed.

·        Maintain clear communication with end-users regarding ticket status and updates.

Generate daily/weekly reports on ticket status, resolution time, and service performance