â¢Respond to the incoming enquiries / incident / request (Call, Email, Portal etc.) within Service Level Agreement (SLA)
â¢all Record and manage issues in IT Service Management (ITSM).
â¢Perform 1st level trouble-shooting on desktop and basic systems / network issues.
â¢requests / issues to Escalate the appropriate resolver group according to SLA
â¢status Provide timely update to customers on issues escalated and to follow up tickets till closure within SLA
â¢are Ensure daily tasks executed according to SOP (Standard Operation Procedure).
â¢duties as Any other ad-hoc required or assigned