>Respond to user requests and inquiries through various channels, including phone, email, and provide timely and effective support. >Act as the main point of communication between users and the IT department for all IT-related inquiries. >Diagnose, Research, troubleshoot and identify solutions to software issues. >Properly escalate unresolved issues to software developers. >Provide prompt and accurate feedback to clients. >Refer to internal database or external resources to provide accurate tech solutions. >Ensure all issues are properly logged. >Follow up with clients to ensure their systems are fully functional after troubleshooting. >Prepare accurate and timely reports. >Maintain up-to-date knowledge of company products and services.