Experience: 1 years

Job Description:

• Ensure calls are answered and emails are responded in a timely manner.
• Provide first level troubleshooting on data and voice-related incidents.
• Log all incidents reported to the Service Desk.
• Perform initial classification/ prioritization of the incidents.
• Escalate incidents to 2nd level resolver groups as per work instructions.
• Track the progress of resolution and provide regular updates for follow-up actions and incident status.
• Notify Team Lead in the event of an unusual surge in calls of a specific nature.