Responsible for logging tickets, monitoring, assigningticketsto respective support engineers. Providing first level of remote technical support to clients. Making sure that the ticketsare responded within the required time frame to meet the SLAs. Escalating thecallsto support manager if tickets are not responded or resolved within the time. Vendor management. IT assets management. Preparing and scheduling daily, weekly and monthly MIS reports and sending the reports to clients and managers. Managing and maintaining the workflow, client contacts, support contracts, SLA details, escalation matrix, performance metrics, time entries etc. as per client requirement.

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