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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Duties and Responsibilities:
Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders).Validate request completeness and ensure all required details are captured.Assess each incident for severity, business impact, and completeness.Determine appropriate priority based on facts provided in the incident.Identify incidents vs. enhancements and route accordingly.Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications).Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets.Analyze incident trends, root causes, and recurring issues; propose problem management initiatives.Partner with teams to improve incident prevention, monitoring, alerting, and automation.Work across all areas o...