Level 1 Support

This role provides Level 1 support to employees through approved channels, ensuring timely resolution of queries, incidents, and service requests while maintaining customer satisfaction and adherence to operational SLAs. The position is primarily knowledge-based and process-driven, serving as the first point of contact for IT and service-related needs. The role involves logging, categorizing, and resolving issues using approved knowledge base articles and documented procedures. Support is delivered via phone, email, chat, and ticketing tools to meet quality and productivity targets.