within the company of emergencies
support, troubleshoot system issues, and handle tickets within defined SLAs
- Collaborate with clients
- Provide post-go-live support and handle tickets and tasks within defined SLAs.
- Participate
according to Manage Engine tickets assigned by the ODM Help Desk· Ensure tickets assigned to you are accurate
closing of Production Support tickets (Incidents & Problems tickets) within defined SLA's (Service
all support calls are attended to and that all tickets are resolved within the SLA. • P1 & P2 issues hours) • Ensure frequent updates are captured on the ticket for visibility to all parties. Must have Experience
channels such as phone, email, Freshdesk support tickets • Ability to provide step-by-step technical help inclusion. Accountability • Ensure his/her support tickets are completed correctly and timeously. • Completion
and integration deployments Logging and tracking tickets to external support Troubleshooting deployments
support.
- Interact with clients, handle tickets within defined SLAs, and troubleshoot system issues
preparation and post Go-live support
- Handling Tickets and Tasks within defined SLAs
- Troubleshooting