- Provide first-level technical support for Netrix customers by responding to incoming calls, emails, and system-generated alerts.
- Accurately document incidents and service requests in the ITSM tool, including troubleshooting steps performed and their outcomes.
- Monitor critical infrastructure alerts through remote monitoring systems and escalate issues appropriately when higher-level support is needed.
- Maintain accurate documentation within the ITSM system and leverage the Knowledge Base for incident resolution.
- Deliver exceptional customer service by keeping customers informed of incident progress, planned changes, or outages.
- Ensure tickets are routed to the right resource and resolved quickly and efficiently, meeting SLA requirements.
- Follow customer-specific processes and Standard Operating Procedures (SOPs).
- Participate in continuous improvement initiatives for the Service Desk and contribute to Knowledge Base documentation.
- Acquire and maintain knowledge of ITIL best practices for incident management.
- Keep customers and internal teams informed about issue trends, critical incidents, and escalations.
JiraServiceNow