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
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
procedures and documenting solutions. Experience with ticketing systems like Jira, Remedy. End user support triage foundation data validation) Integration reporting (e.g. ticket status alignment) Conduct runbook automations (e
of the 1 year contract. Air ticket: Free 2 ways economy class Air ticket will be provided by Employer
possess essential and operational knowledge in ticketing tools preferably Service Now. Strong client service
foundation data validation) Integration reporting (e.g. ticket status alignment) Conduct runbook automations (e
Proficiency in cloud-based project management and ticketing software Knowledge of Zoho Desk is advantageous
Proficiency in cloud-based project management and ticketing software Knowledge of Zoho Desk is advantageous