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Project Role Description:

Provide first-level support to end users by understanding and documenting issues, adhering to process and quality standards, and delivering excellent customer service.

Key Responsibilities:

• Handle calls, chats, and emails from end users, providing L1 support and resolution.
• Create and manage Service Requests or Incidents based on issue type.
• Escalate priority incidents to SMEs and ensure timely updates and resolution.
• Maintain accurate and up-to-date incident records throughout the lifecycle.
• Ensure incidents resolved at the Service Desk are marked as First Time Fix.
• Close completed Incidents/Changes/Requests with proper documentation.
• Track knowledge base usage and contribute to continuous improvement.
• Provide dependable and timely resolution to technical issues, especially on Mac systems.
• Anticipate customer needs and address concerns effectively.
• Serve as a single point of contact for users, ensuring high customer satisfaction.
• Follow standard Service Desk scripts and maintain professionalism in communication.
• Execute contingency plans when tools are unavailable.
• Initiate appropriate processes for Change Requests (RFCs) and Service Requests (RfS).
• Monitor and prioritize auto-generated incidents from alerts/events.
• Coordinate with resolver groups for incident progression and closure.
• Ensure proper incident classification, closure codes, and user agreement for closure.
• Escalate and manage Major Incidents and complaints as per defined procedures.

Must-Have Skills:

• Strong customer handling and service orientation
• Fluent English communication (verbal and written)
• Experience with Mac systems and troubleshooting operating issues

Good-to-Have Skills:

• Basic understanding of ITIL framework

Professional Attributes:

• Excellent verbal and written communication with proper email etiquette
• Strong problem-solving and analytical abilities
• Proven experience in handling critical or high-value customers
• Ability to document key details during calls efficiently