Provides essential support to the IT team by coordinating reported issues, managing administrative tasks, and producing clear, accurate documentation. The incumbent will help ensure smooth daily operations, proper follow-up of IT cases, and effective maintenance of the ManageEngine IT Service Management environment.
Issue Coordination - Review and understand incoming IT issues and route them to the appropriate support personnel
- Follow up on open cases until resolution
- Ensure all updates are accurately captured in the IT Management System
IT Management System Ownership - Take ownership of the IT Service Management system
- Ensure tickets are properly logged, updated, assigned, and closed
- Assign cases to the appropriate support staff
- Maintain ticket categories, templates, and basic system configurations
- Generate weekly reports when required
Administrative Support <...