IT Support

• First point of contact for incoming tickets via email and ticketing system; log and validate service requests with complete, accurate information.
• Categorize, prioritize, and assign tickets to appropriate technical teams; monitor ticket queues and reassign or escalate to ensure SLA compliance.
• Perform quality checks on tickets to ensure documentation accuracy and completeness.
• Track and balance workload across support teams and proactively monitor technician availability; assign tickets based on skill set, workload, and urgency.
• Assist with reporting by documenting metrics such as ticket volume, SLA adherence, and escalation trends.
• Follow standard operating procedures (SOPs), contribute to process documentation updates, and participate in daily standups and shift handovers.
• Provide exceptional customer service while maintaining operational efficiency and adherence to SLAs.
• Perform other duties as required by management.

Help Desk Ticket Dispatcher, L1

Helpdesk Support Specialist – Junior Systems Administrator

IT Infrastructure Manager

Senior Fullstack Developer, IT Support Executive