About the job
- Efficiently manage incoming service requests and incidents following SLA, KPI, and FCR standards via phone, email, and our ticketing system.
- Engage in on-call duties as required.
- Develop, organize, resolve, and document tickets for seamless tracking.
- Act as a critical liaison between system specialists and various departments.
- Oversee ticket control, monitoring, and delegation in alignment with SLAs.
- Maintain detailed documentation of solutions and keep the knowledge database updated.
- Provide training and support for new team members, fostering a collaborative environment.
- Deliver top-notch customer support to end users, addressing inquiries related to IT applications and systems.
- Manage major incidents effectively and communicate updates to management and relevant departments.
- Conduct remote troubleshooting for end users to enhance service quality.
