Front Desk (Help Desk) Staff – IT Telecom Domain
A – Accountabilities:
– Create and resolve trouble tickets using trouble ticketing system.
– Escalation of tickets received it from Call Center team that they can’t resolve from their side.
– Escalation of tickets for any application issues belong to the back office.
– Escalation and assign issue to higher level, based on escalation matrix.
– Ensure SLA’s are achieved and client expectations are met (or exceeded).
– 24/7 operations, First level support in providing technical support for Network and Systems related incidents/requests.
– Generate regular and Adhoc reports.
– Create TTs and Escalating for any major issue. (P1 &P2).
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