Description

Must Have Technical/Functional Skills

ServiceDesk E2 , ITIL, Windows, MAC, Networking
Roles & Responsibilities

• Ticket Logging: Receive, log, and categorize incidents and service requests.
• First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
• User Assistance: Support users with common issues (password reset, access, basic IT issues).
• Escalation: Identify unresolved issues and escalate to L2/L3 as per SLA.
• SLA Adherence: Ensure timely response and resolution within agreed SLAs.
• Documentation: Update tickets with accurate actions and resolution details.
• Communication: Keep users informed on status and closure.
• Generic Managerial Skills, If any
• Understand SLA’s and KPI’s

Key Skills

Education

Any Graduate