Role Summary
We are seeking a proactive and detail-oriented professional to support daily service desk and operational activities. This role will act as a key point of contact for users, ensure service excellence, and contribute to process improvements through data-driven insights.
Key Responsibilities
- Serve as the primary point of contact for all inquiries and issues raised by internal and external stakeholders.
- Ensure high levels of client and stakeholder satisfaction by minimizing rework and consistently meeting deliverables, service levels, and performance targets.
- Act as a backup resource during contingency situations to ensure uninterrupted business operations.
- Monitor and review ticket updates from Level 2 (L2) Support teams, following up to ensure timely resolution in accordance with SLA requirements.
- Track, manage, and escalate incidents where necessary to maintain service quality and compliance.
- Prepare and maintain ad-hoc reports by collecting, analyzing, and interpreting data to generate actionable insights.
- Identify opportunities for process improvements and support initiatives to enhance operational efficiency.
Requirements
- Diploma or Degree in Business Administration, Information Technology, or related field.
- Experience in service desk, operations support, or customer support roles preferred.
- Familiarity with ticketing systems and SLA management.
- Strong analytical skills with the ability to interpret data and generate reports.
- Excellent communication and stakeholder management skills.
- Ability to multitask and work effectively in a fast-paced environment.
- Proficiency in Microsoft Office (Excel, Word, Outlook).
Key Competencies
- Customer-focused mindset
- Problem-solving and critical thinking
- Attention to detail
- Team collaboration and adaptability
- Time management and organizational skills
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