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