Posted:2 weeks ago|
Platform:
Work from Office
Full Time
Description of Role
Providing support to FOS through calls/ emails, register cases in ITSM and allocate technical tickets to SME's and track to closure
Serve as the first point of contact for business users via the Helpdesk Call Center and Support Email channels.
-Respond promptly to incoming support requests (calls and emails) from internal users regarding technical issues.
-Log and categorize newly reported tickets accurately within the ITSM system based on the nature of the issue.
-Perform initial troubleshooting for basic software, hardware, and network-related problems; escalate to relevant teams as required.
-Download and review aging reports regularly to ensure that all open and closed tickets are appropriately categorized.
Analyze ticket details to determine appropriate priority levels, and assign tickets to respective team members for resolution.
-If ticket information is incomplete, communicate with the requester to gather the required details and place the ticket on hold until a response is received.
-Upon receiving sufficient information, proceed with issue resolution and provide timely updates to the requester via the ITSM platform.
-Guide users with step-by-step instructions to assist in resolving common technical problems or to help them access systems
Good Communication
Service managementWell versed with excel, application management and ticketing tool
State Bank Operations Support Services
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