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.