Job Description What Will You Be Doing: Serve as the primary point of contact for client personnel, offering technical support for PC, server, and hardware inquiries, adhering to company policies and pharmaceutical regulations. Provide daily support to walk-in users and remote personnel, troubleshooting and resolving IT issues efficiently. Handle and manage incidents and service requests using ITSM tools, ensuring incidents are triaged, prioritized, and resolved in a timely manner. Document all activities related to incidents, requests, and resolutions using established methods to maintain up-to-date client history. Perform help desk duties in a call center environment, responding to phone inquiries and escalating complex technical problems when necessary. Collaborate with IT teams to ensure seamless support, knowledge sharing, and resolution of technical issues. Maintain a high level of customer service and professionalism, ensuring customer satisfaction. Follow standard operating procedures and escalate issues to the next level when appropriate. Perform additional support duties as needed to maintain the smooth operation of IT systems.