IT Response Center Engineer

Skills and Experience: - Level 1 Support: Proficient in handling calls, chats, and emails for L1 support, ensuring SLA compliance. - Ticketing and Incident Management: - Skilled in creating, assigning, categorizing, prioritizing, escalating, tracking, and closing service tickets. - Ensures every user interaction has a ticket or checks for existing tickets before creating new ones. - Experienced in incident management and preparing MIS incident reports per internal guidelines. - Adheres to specific rules for managing phone calls from clients and updates tickets with accurate notes. - Proactively manages ServiceNow queue and tracks unresolved tickets, redistributing or escalating as needed. - Problem Management: - Identifies call/ticket trends to inform supervisors, enhancing overall project efficiency. - Creates and connects simpler tickets to parent tickets for broader issues, streamlining resolution processes. - Monitors case resolution status, providing customer updates and confirming issues as necessary. - Quality and Communication: - Responds promptly to management emails based on urgency and escalates to leads/managers when required. - Follows up on tickets daily through Skype, calls, or email, ensuring SLA adherence and quality standards at the process level.