Job Description
Role Overview: To provide first-line technical support to internal and external users, ensuring timely resolution of IT-related issues, maintaining high customer satisfaction, and contributing to the overall efficiency and stability of the Service Desk. Role Responsibilities: Provide basic and 1st Response remote support troubleshooting to clients to resolve technical issues in line with SLAs. Reduce average ticket SLAs. Take incoming calls, assist if possible, or redirect to the correct person. Provide Support as a technical co-ordinator as and when required. Take initiative to assist team members. Tickets are reviewed correctly as per the 8-point checklist before acknowledging. Ensure clients are satisfied with the services and value delivered. Escalate client issues/risks to the relevant person/department. Identify and collaborate on opportunities to add more value to existing clients. Complete tasks allocated to implement digital transformation technologies for selected customers a...