Job Description

Ticket Management (Manage Engine):
  • Log all incoming support requests accurately in Manage Engine and any other ticketing platform introduced in the future
  • Open a minimum of 10 new tickets per day
  • Process and manage at least 25 tickets per day
  • Maintain ownership and update assigned tickets until resolution or escalation
  • Ensure tickets are updated in real time
  • Confirm resolution with the client before closing tickets
  • Ensure no tickets remain unattended beyond expected service timelines
  • Maintain alignment between Manage Engine ticket status and CMS device status
Every ticket must include the following this is what defines a quality ticket:
  • A clear issue summary
  • Clear and thorough troubleshooting steps taken on each issue/ticket
  • The identified root cause of the issue (where determinable)
  • The resolution actions performed
  • Next steps if unresolved or escalat...

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