Responsible for monitoring and executing service tickets received from client systems and ensuring smooth depot operations. Acts as a communication bridge between global clients, depot engineers, and internal teams to ensure SLA adherence and service quality.
Key Responsibilities
- Monitor and manage service tickets within SLA.
- Coordinate with depot engineers for execution of IT support tasks.
- Handle first-level escalations and assist in RCA preparation.
- Maintain accurate documentation and reporting.
- Ensure proper inventory coordination and equipment utilization.
- Communicate proactively with clients regarding ticket updates.
- Support continuous improvement initiatives.
- Maintain reporting accuracy using Microsoft Excel.
Required Skills
Technical Skills
- IT Infrastructure knowledge
- Basic Networking (LAN/WAN)
- End User Computing (Desktop/L1)
Functional Skills:
- Customer service orientation
- Solid communication skills
- Problem-solving and multitasking ability
Tools / Systems / Technical Knowledge
- ServiceNow or equivalent ITSM tool
- Microsoft Excel (Intermediate)
- Microsoft Office Suite
- Basic enterprise hardware knowledge
Decision-Making Authority
- Prioritize tickets within SLA
- Escalate incidents based on severity
- Recommend operational improvements
- No independent financial authority