• Managing incoming service requests and incidents in accordance with SLA, KPI, and FCR standards via phone, email, and the ticketing system.
• Participating in on-call duty.
• Creating, categorizing, resolving, and documenting tickets.
• Serving as a liaison with system specialists and other departments.
• Controlling, monitoring, and delegating tickets based on SLAs.
• Documenting solution descriptions and maintaining the knowledge database.
• Providing training for new team members.
• Delivering high-quality customer support to end users and assisting with inquiries regarding IT applications and systems.
• Handling major incidents and communicating updates to management and departments.
• Conducting remote troubleshooting for end users.

Requirements

• Interest in IT and motivation to start a career in the field
• Customer-oriented mindset with a helpful and positive attitude

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