own service operations (BoldDesk), SLAs/CSAT, and business applications/portals (Client
& Induction). Run change/release, knowledge, and training. Interface with development forportal releases and with vendors for renewals/licensing.Core Responsibilities

Service Desk Ownership: prioritization matrix, escalations, backlog hygiene, weekly

operations and CSAT reporting (ITIL-aligned).

Applications & Portals: L2 ownership, UAT, release checklists/rollback plans, incident

RCA, access requests.

Change & Release: chair a lightweight CAB, maintain change calendar, reduce failed

changes.

Vendor & Renewals: Microsoft 365/AWS/EDR/domains/hosting; cost control, license

hygiene.

Training & Knowledge: joiner induction, quarterly phishing/user awareness, KB

publication cadence.

People & Quality: coach L1/L2; QA of ticket notes; continuous improvement using data.

Key Performance Indicators (KPIs)

SLA (P3/P4) ≥ 90%; CSAT ≥ 4.5/5.

Failed changes < 2%; ticket deflection via knowledge base ≥ 20%. Onboarding cycle time < 1 business day; weekly ops report published.
Skills: renewals,training,portals,operations,csat

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Applications & Services Engineer