Core Responsibilities
- Incident & Request Management: Handle B2B or enterprise user queries received via phone, email, chat, or self-service portals.
- Ticket Logging & Tracking: Accurately log, track, and update service tickets using enterprise tracking/ticketing software (such as ServiceNow).
- Troubleshooting & Problem Resolution: Systematically interpret user problems, analyze root causes for recurring issues, and apply fixes for hardware, software, VPN, Active Directory, and application support. [1, 2, 3]
- Escalation Handling: Route complex or unresolved technical issues to L3/specialized internal teams while keeping users updated on progress.
- MIS & Scorecard Management: Maintain quality scorecards, turn-around times (TAT), and SLA compliance based on Statements of Work (SoW).
- Process Improvement: Record resolution logs, document knowledge base articles, and suggest workflow or process enhancements.
Required Skills & Technical Competencies
- Technical Proficiency: Active Directory, VPN configuration, printer/device troubleshooting, application support, and remote support tools (e.g., AnyDesk, TeamViewer).
- Framework Knowledge: Working familiarity with the ITIL Framework for incident, problem, and change management
