Industry: IT Support and Networking
– Log and Track customer system problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
– Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
– Primary responsibilities are focused on communication with users to update them on issue status, managing customer satisfaction surveys and tracking of contractual SLAs and KPIs for system problems and IAs
– Service Desk knowledge
– Customer service