Job Responsibilities · Receive and register IT/service complaints and requests, collect mandatory information, and create accurate tickets. · Identify service requirements and assign/coordinate engineers as per defined processes. · Provide basic ticket updates, ETA, and status communication to customers/users. · Monitor ticket queues, SLA alerts, pending tickets, and identify potential SLA breaches. · Follow up with engineers/branches for timely resolution and service updates. · Schedule preventive maintenance/service calls and collect service reports and completion details. · Maintain accurate ticket records and close tickets after receiving all mandatory information. · Maintain daily trackers, queue status, engineer availability, and service data. · Coordinate routine service-related information and handle/record escalations. · Capture impact, urgency, affected service, contract, warranty, asset, and customer information as required. · Identify repeat complaints and link related tickets. · Use approved scripts, templates, troubleshooting guides, and knowledge articles for routine support. Share CSAT/feedback requests and support continuous improvement in customer service.