● Responsible for day-to-day calls handling, incident management and chat bot handling. ● Escalate unresolved incidents or service requests to higher support tiers (e.g., Level 2 or Level 3 support) for further investigation and resolution. Provide detailed information and context to facilitate efficient escalation. ● Serve as the primary point of contact for all IT-related inquiries, requests, and incidents raised by end-users through various channels such as phone calls, emails, or self-service portals. ● Log, track, and manage support tickets using a centralized ticketing system. Ensure accurate and timely updates on ticket status, progress, and resolution. ● Managed to the VMware accounts and troubleshooting with help of Active directory tool. ● Assign and managed the incident and service request in the service now app. ● To handle the customers via calls and chatbot Ask archie. ● Customer requirement Administrating remote system using Fujitsu Tracker. ● Maintain effective communication with end-users throughout the support process, providing regular updates on the status of their requests and managing expectations regarding resolution timelines. ● To handle and care the VM ware incident based on restart and reboot the VMware.