–Problem solving:Identify and resolve the causes of IT problems, analyse data, seek solutions and test possible corrections.

–Technical consultation:Provide expert advice and guidance. Developing technical strategies, recommending
hardware and software solutions, and to provide training and support to ensure that the systems are used
efficiently.

–Customer service:Supervise the team responsible for customer service and ensure that customers have a positive experience with the company. Develop strategies to improve
customer satisfaction, train customer service representatives, monitor customer interactions and analyse customer feedback to identify areas for improvement.

–Incident management: Manage interruptions to IT services and restore them within the time limits set out in the
(SLAs). To assess the impact of an incident, developing a plan to address it and communicate it to stakeholders. To ensure that they are informed of the status of the incident.

–Other services:Monitor networks, perform status checks, track system and security updates, and generate reports to assist in decision making and auditing.