Key Responsibilities:
1. Monitor mailbox for incoming support requests and inquiries.
2. Perform simple triage of support tickets, categorizing and prioritizing them based on urgency and impact.
3. Perform verification checks after deployment of fixes or updates to ensure successful resolution of reported issues.
4. Monitor and observe system alerts or out of the normal system behaviours.
5. Perform consolidation of records for reporting for monitoring, analytics or audit purposes.
6. Manage the life cycle of incident tickets from creation, update, escalation to closure.
Required Skills and Qualifications:
- Proven experience in a helpdesk or technical support role.
- Strong communication skills and ability to interact effectively with both technical and non-technical users.
- Familiarity with helpdesk software and ticketing systems.
- Basic understanding of IT infrastructure and troubleshooting techniques.
