The main goal of this position is to effectively address, oversee, and manage the software, hardware, and network needs of our clients, responding to service requests from end-users in accordance with established Service Level Agreements (SLAs) to ensure overall client satisfaction.
**Key Responsibilities**
Ensure prompt responses to all tickets submitted by client end-users.
Provide solutions for service requests while maintaining quality standards.
Serve as the steward for the client’s network, server, system, storage, platform, infrastructure, and other equipment, monitoring their proper operation and maintenance.
Monitor the volume of tickets raised (via calls, emails, chats, IMS), delivering appropriate solutions within the specified resolution timeframe.
Conduct root cause analyses for reported issues and develop action plans to resolve them, ensuring high levels of client satisfaction.
Deliver immediate resolutions for high-priority tickets and services.
Install and configure software and hardware as per service requests.
Maintain strict adherence to timelines based on issue priority to manage client expectations and avoid escalations.
Provide application and user access according to client needs and requests for swift response times.
Track all tickets from initiation through to resolution, adhering to the timelines set by the client.
Ensure regular backups of critical data, logs, and management resources to provide quality solutions that meet client satisfaction criteria.
Collaborate with on-site teams to resolve complex issues and guarantee timely service delivery to clients.
Review logs from chatbots to ensure all service requests and issues are resolved promptly.
**Job Overview*