Job Description
Duties and amp; Responsibilities:
- Manage and respond to incoming calls for technical support requests and incidents from end users.
- Perform triage to assess the severity and nature of reported incidents.
- Prioritize and escalate tickets based on urgency and impact.
- Provide timely and effective resolution of desktop issues within agreed service level agreements (SLAs).
- Accurately document all incidents, actions taken, and resolutions in the ticketing system.
- Monitor and track incident progress to ensure timely follow-up and closure.
- Collaborate with team members to continuously improve triage and dispatch processes.