About this role
Key Responsibilities • Monitor assigned ManageEngine ticket queues for new service requests. • Handle different request types such as: o New hire device requests o Break fix requests o Other predefined IT service request categories • Validate request details to ensure completeness before action. • Execute required actions (e.g., forwarding tickets to appropriate teams or vendors). • Update ticket status, notes, and closures accurately in the system. • Ensure requests are processed only after all approvals are confirmed. • Adhere to defined turnaround times and quality benchmarks. • Support process walk throughs and screen share sessions for knowledge transfer. • Provide inputs for process improvements and efficiency gains.