• Serving as the first point of contact for customers seeking technical assistance over the phone or email

• Ensure the daily attendance of all location engineer and onsite Engineers availability during service window

• Monitor and respond quickly to incoming requests related to IT issues from Factory users

• Log all requests in to Help Desk application and assign call to relevant engineer for further action

• Monitor and maintain record events and problems and their resolution logs properly in helpdesk application

• follow up with engineer and users to ensure complete resolution of issues

• Identify and escalate situations requiring urgent attention

• Prepare daily, weekly, monthly reports and send it to the reporting managers

• Keep inventory of all equipment, software, and license and provide data when required