Years of Experience: 2–4 Years
Handle incoming calls, emails, and IT tickets via ITSM tools
Log, categorize, and prioritize incidents and service requests
Perform initial troubleshooting and provide First Call Resolution (FCR)
Escalate unresolved issues to L2/L3 teams
Track tickets and ensure SLA compliance
Maintain knowledge base, FAQs, and documentation
Generate daily, weekly, and monthly MIS reports