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About the Role
Job Description
- Shift coverage: Operate in rotating shifts to ensure 24/7 availability, including weekends and holidays
- First Call Resolution (FCR): Handle user queries and incidents via phone, email, or chat, aiming to resolve issues at first contact.
- Troubleshooting: Provide initial diagnosis for hardware, software, and network issues, escalating to higher support tiers when necessary.
- Escalation management: Route unresolved issues to Level 2/3 support teams while maintaining communication with users.
- Monitoring: Keep track of system alerts, performance dashboards, and critical services to proactively detect outages.
- Compliance and Reporting: Adhere to SLAs, ITIL processes, and generate performance reports for management.
- User communication: Update users on ticket status, expected resolution times, and provide clear instructions or workarounds.
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