The Escalation Desk Executive is responsible for handling escalated customer queries, technical issues, and service requests. The role involves coordinating with internal support teams to ensure timely resolution of critical issues while maintaining service quality and customer satisfaction.
Experience:
2+ years of experience in IT Service Desk, Technical Support, Customer Support, or Incident Management is preferred.
Key Responsibilities:
· Handle escalated IT support issues, customer complaints, and service requests.
· Coordinate with L1, L2, and L3 support teams for timely issue resolution.
· Monitor open tickets and follow up on pending issues until closure.
· Prioritize critical incidents based on urgency and business impact.
· Communicate issue status and resolution updates to stakeholders.
· Maintain accurate records of escalations, ticket updates, and resolution details.
· Ensure compliance with defined SLA (Service Level Agreement) timelines.
· Identify recurring issues and coordinate with relevant teams to prevent reoccurrence.
· Prepare daily, weekly, or monthly escalation reports.
· Provide professional communication and ensure customer satisfaction.
Required Skills:
· Positive verbal and written communication skills.
· Strong problem-solving and coordination skills.
· Knowledge of ticketing tools and incident management systems.
· Understanding of SLA, escalation matrix, and incident management processes.
· Ability to handle multiple issues and work under pressure.
· Basic knowledge of IT infrastructure, networking, and technical support is preferred.
Educational Qualification:
Graduate in any stream; a degree or diploma in IT is preferred.