Job Description
Job Description:
Key Responsibilities:
• Update support call documentation within the Service Desk management system,
ensuring accurate incident details and history.
• Work within agreed Service Desk procedures at all times.
• Resolve user requests in accordance with service level agreements.
• Own issues until they are mitigated, resolved, or transferred to a new owner.
• Stay informed about new products and services used in customer deployments.
• Produce relevant training documentation.
• Achieve KPIs to ensure service quality and support Mastek’s service management.
• Demonstrate knowledge of specific technologies and develop technical expertise
across supported services.
• Resolve user requests, providing clear and concise updates.
• Maintain confidentiality per data protection policies and procedures.
• Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategie...
Key Responsibilities:
• Update support call documentation within the Service Desk management system,
ensuring accurate incident details and history.
• Work within agreed Service Desk procedures at all times.
• Resolve user requests in accordance with service level agreements.
• Own issues until they are mitigated, resolved, or transferred to a new owner.
• Stay informed about new products and services used in customer deployments.
• Produce relevant training documentation.
• Achieve KPIs to ensure service quality and support Mastek’s service management.
• Demonstrate knowledge of specific technologies and develop technical expertise
across supported services.
• Resolve user requests, providing clear and concise updates.
• Maintain confidentiality per data protection policies and procedures.
• Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategie...