not limited to:
Reviewing tickets and requirements on Autotask Service Desk Ensuring Autotask is updated on ticket progress Ensuring tickets are completed timeously Ensuring a summary of work done is always given on the ticket Ensuring Ensuring after each ticket is complete and that the feedback form has been sent to the client Ensuring all types, categories, severity, and urgency of the ticket. Building sustainable relationships and trust with support Using the best electronic means available (ticket system, monitoring, remote, email, telephone or
accountable for taking calls, chat
requests or tickets and handling resulting incidents or service requests
knowledge along with discretion to respond to tickets
-Provide client with a first call resolution
clients, when requested, on any pending requests or tickets.
-Work closely with resolver groups, and other
client
-Produce breach and ageing reports for tickets opened by service desk
-Identify gaps and
a higher level
-Methodical in approach to ticket resolution
-Demonstrates ability to interact
Products and Service.
Engineer audits and analyses incident and request tickets for quality and recommends improvements with updates tasks for automation, leading to reduction in tickets and optimization of effort. They plan and execute possess essential and operational knowledge in ticketing tools preferably Service Now. Strong client service
verbal faults are logged on the ticket system. All tickets acted on, all tickets closed within SLA requirements
specifies
verbal faults are logged on the ticket system. All tickets acted on, all tickets closed within SLA requirements
JIRA (per processed tickets) and ensure that all callouts paid has a closed JIRA ticket so that invoicing of the JIRA ticket the tech is claiming for- check km's and labour per claim against ticket info as well
JIRA (per processed tickets) and ensure that all callouts paid has a closed JIRA ticket so that invoicing of the JIRA ticket the tech is claiming for- check km's and labour per claim against ticket info as well