DUTIES AND RESPONSIBILITIES

• Responsible and Accountable for Incident and Service Request ticket creation
• Responsible for maintaining an accurate and up-to-date log of each incident reported, including the category/type of incident.
• Coordinate with necessary resources to drive ticket closure.
• Coordinates with the necessary resources to ensure that the customer’s needs are met.
• Management of Escalation: The incident must be addressed at the appropriate level.
• Ticket Management: Incident and Service Request
• Ticket Monitoring
• Other tasks and responsibilities may be assigned from time to time by the Operations Lead and/or Customer Care Group Manager.

QUALIFICATIONS

Minimum Education

• Bachelor’s degree in computer science or technology-related field

Minimum Experience/Training

• Young graduate or minimum 2 years’ experience in service operations.

Competency

• Good interpersonal skills
• With Integrity
• Effective in problem-solving; decision making and analytical skills
• Highly procedural and methodical
• Computer literate in MS Word
• Computer literate in MS Excel