About this role
Key Responsibilities Details Incident & Request Handling Provide first level support by logging, categorizing, and resolving incidents and service requests within SLAs. Ensure timely and accurate updates to tickets. Escalate complex or high priority issues to L2/L3 teams as needed. Customer Service Communicate effectively with business users to understand issues and provide status updates. Deliver courteous and professional support over phone, email, or chat. Follow up to ensure issues are resolved satisfactorily. ITIL Process Compliance Adhere to ITIL processes such as Incident Management, Request Fulfilment, and Change Management. Maintain proper documentation of incidents and service requests. Participate in continuous improvement activities for ticket quality and escalation processes. Collaboration & Reporting Work closely with other IT teams and stakeholders to coordinate issue resolution. Assist in preparing performance reports and identifying recurring issues. Participat