Provide the Service Desk as a single point of contact (SPOC) for providing end-to-end ownership User Calls Incidents and management of all Service Requests, including logging, tracking, resolution, and reporting in the ITSM System (ServiceNow).

- Support Windows 11 upgrade calls Provide request fulfillment for Service Requests as assigned.

- Provide communication with all relevant stakeholders during Incident response, informing of progress and advising on work arounds.

- Support Service Request fulfillment and Incident management for all Vanguard end users devices, including desktop, laptop, mobile devices and other form factors.

- Provide self-serve capabilities for common requests for Service Desk.

- Request fulfillment of work items that come through ServiceNow for Endpoint Services and Mobility Services (i.e. internet trusted sites requests, various VDI related tasks)

- Support Major Incide...