IT Helpdesk Specialist — First‑Line Support & SLA Monitor

Following responsibilities to handle:Responding to customer calls over the phone, email, chat.Acknowledgment tickets and work toward resolution as first line of support through telephone or remote support.Assign ticket to other support teamsMonitor compliance to SLA, coordination with support teams for resolution proper breaching the SLA and ensure SLA is strictly followedPrepare / generate / weekly report and share with all IT teams.#J-18808-Ljbffr