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Job Description
A – Accountabilities:
– Create and resolving trouble tickets using trouble ticketing system.
– Good ITIL Knowledge.
– Very Good Knowledge of ticketing Systems.
– 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).
B – Experience:
2/- to 7/- years experience required
