- End-to-End Ticket Lifecycle and monitoring relevant metrics
- Incident Management Workflow, including appropriate escalation
- First Call Resolution and Remote assistance
- Users’ IT accounts and access management (e.g. AD and Email account)
- Password Resets and Account unlock (including self-service)
- Process Change & Service requests
Skillsets
- Good communication skills
- Fluent in English language
- Knowledge on ITSM processes
