• 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 VM ware 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 VM ware