Scope of Work – L1 Global Customs Support Resource

You will perform Level 1 Helpdesk and Operational Support functions for the company's Customs Declaration Services. You will function as Level 1 support personnel and will perform duties in accordance with the company's operational procedures, guidelines, SLA, and instructions. The company will retain overall responsibility for service management, processes, and technical support.

The scope of work to be performed includes, but is not limited to, the following:

a. Incident and Service Request Handling

- Receive and log incidents and service requests from users.

- Acknowledge incidents and service requests within the defined SLA.

- Perform initial triage and classify incidents based on severity and impact.

- Provide first-level troubleshooting where applicable.

- Escalate incidents to the company's Level 2 / IT teams where technica...