Job Description
- Qualify the concerns from the end user and collect necessary information to be able to provide a ticket number.
- Validate information necessary to create a ticket.
- Ensure that end user concerns are logged into support ticketing tools.
- Monitor each ticket logged from ticket opening to ticket closure.
- Prepare ticket report and define if it meets the Service Level Agreement.
- Follow up created ticket to the designated support every two working days to ensure ticket TAT is met.
- Update the end user of the progress of their raised ticket.
- Handles initial end user complaints and ensure that they are addressed properly.
- Generate pending tickets and their current update.
- Monitor support response and workaround prior resolving tickets.
- Chase for end user feedback and check the satisfaction for ticket handling.
- In charge of processing I.T. access form request.
- Maintain a list of inven...
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