IT Service Desk
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Job Summary
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Incident Management & Customer Support: Act as the primary point of contact for international clients end-users and technical staff managing inbound and outbound calls to resolve operational and technical queries.
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SLA & KPI Management: Ensure all tickets and calls are handled within strict Service Level Agreements (SLAs) actively monitoring and improving key performance indicators such as Average Handling Time (AHT) and First Call Resolution (FCR).
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Quality Assurance & Auditing: Conduct regular call and ticket audits to ensure compliance with process standards evaluate user interactions and provide actionable feedback to improve overall service desk performance.
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Escalation & Incident Handling: Efficiently manage and triage complex technical escalations while providing high-touch support for critical priority incidents system breakdowns and safety/security emergencies.
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Data & System Maintenance: Update and maintain user profiles compliance records technical documentation and customer profiles accurately within Enterprise CRM systems and ticketing tools.
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Cross-Functional Collaboration: Partner with backend engineering and product teams to conduct Root Cause Analysis (RCA) on recurring technical hitches to improve operational efficiency and reduce repetitive errors
