Responsibilities
· Handle incidents and service requests raised via helpdesk and call center.
· Receive and prioritize emails based on urgency; reallocate within support teams and help in recovery actions to meet the TRO.
· Monitor the incoming demand through ISM tool and ensure right assignments on time.
· Perform scheduled tasks within Service Level Agreements (SLA) referring to standard operating procedures (SOPs).
· Manage service requests recording for monthly management reporting.
· Follow SOP to identify potential issues and escalate to the shift lead for critical incidents or eMails.
· Ensure application incident & task documentation is properly updated for each production release.
· Enthusiastic, hardworking, pro-active, and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail.
Requirements
- Strong written, oral communication skills and able to manage user
- Organized and resourceful.
- Adept at prioritizing, scheduling, and multitasking.
- Fast and eager learner.
- Experience with Microsoft tools.
- Ready to work in a shift environment
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