Posted:4 days ago|
Platform:
Work from Office
Full Time
Key Responsibilities
User Support & Operations
Handle first-level and second-level technical support through calls, chat, email, and portal.
Log, track, and manage incidents and service requests using ticketing tools.
Provide end-to-end support for desktop, printer, network, and application issues.
Escalate unresolved issues to relevant internal teams and follow through to resolution.
Ensure adherence to SLAs, TATs, and other KPIs like First Call Resolution and Recurring Incident Reduction.
Service Desk Management
Maintain accurate records of incidents and their resolutions.
Track open tickets and follow up with relevant stakeholders.
Ensure tickets are categorized and prioritized according to standard ITIL practices.
Maintain a high Customer Satisfaction Score and support Knowledge Management.
Event Support (EUS & Service Desk for Events)
Provide IT support during events, exhibitions, or conventions.
Set up IT infrastructure and assist VIP users on-site.
Ensure proactive monitoring and seamless user experience during events
Communications Test Design
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