Job Description

Job Description:

Key Responsibilities

  • Act as the first point of contact (L1 support) for all IT-related incidents and service requests via calls, emails, chat, or ticketing tools.
  • Log, classify, and prioritize incidents accurately in tools such as ServiceNow (SNOW) or equivalent.
  • Provide initial diagnosis and resolution for common IT issues (hardware, software, network, access-related).
  • Ensure adherence to SLA/OLA targets , including response and resolution timelines.
  • Perform ticket triaging, routing, and escalation to L2/L3 teams where required.
  • Follow up with users to ensure issue resolution and customer satisfaction .
  • Maintain clear and professional communication with end-users throughout the ticket lifecycle.
  • Document troubleshooting steps, resolutions, and maintain updated knowledge base articles .
  • Support user ac...

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