Job description - Act as the first point of contact for end-users requiring assistance via SysAid ticketing systems and Emails Provide support in English, ensuring timely and effective resolution of incidents and service requests as per provided SoPs Handle L1 support activities like: Ticket Logging First-Level troubleshooting based on SOPs Assign tickets to correct team Qs Manage ticket escalations through SysAid platform and user communication Escalate unresolved incidents to appropriate support teams while maintaining ownership until closure. Ensure adherence to SLA (Service Level Agreements) and ITIL best practices.