Job Description:
Key Responsibilities:

• Update support call documentation within the Service Desk management system,

ensuring accurate incident details and history.

• Work within agreed Service Desk procedures at all times.

• Resolve user requests in accordance with service level agreements.

• Own issues until they are mitigated, resolved, or transferred to a new owner.

• Stay informed about new products and services used in customer deployments.

• Produce relevant training documentation.

• Achieve KPIs to ensure service quality and support Mastek’s service management.

• Demonstrate knowledge of specific technologies and develop technical expertise

across supported services.

• Resolve user requests, providing clear and concise updates.

• Maintain confidentiality per data protection policies and procedures.

• Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategie...