Responsibilities

• Recommend an appropriate course of action to resolve tickets or escalate accordingly.
• Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented.
• Act as first point of contact via phone/email/chat or walk-in support for end users and documents each contact including troubleshooting/action taken inappropriate system, while ensuring and promoting the image of IT as a service provider.
• Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
• Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
• Provide technical support to user issues on produ...