Key Responsibilities
- Monitor, assign, and manage helpdesk tickets through the ticketing system.
- Ensure timely acknowledgement, investigation, resolution, and closure of tickets in line with SLA requirements.
- Escalate unresolved or critical issues to the appropriate internal teams and track them until closure.
- Use the IMT and SmartCheck tools to perform operational tasks, validations, monitoring, and issue resolution.
- Maintain accurate records of ticket updates, resolutions, and user communications.
- Coordinate with internal stakeholders to resolve operational and technical issues.
- Follow standard operating procedures (SOPs) and ensure process compliance.
- Identify recurring issues and suggest process improvements to reduce ticket volumes.
- Prepare daily and weekly reports on ticket status, pending issues, and operational performance.
- Provide users with timely updates regarding the progress and resolution of their requests.
- Support ad hoc operational activities as assigned by the reporting manager.