- Assist in monitoring and managing IT service tickets through the organization's ticketing system.
- Support the logging, tracking, and resolution of incidents and service requests.
- Coordinate with IT teams to ensure timely follow-up and closure of tickets.
- Help maintain accurate records of IT incidents, requests, and service activities.
- Assist in preparing service management reports, dashboards, and performance metrics.
- Support the creation and updating of IT documentation, knowledge base articles, and standard operating procedures.
- Participate in problem management and root cause analysis activities when required.
- Provide basic technical support and guidance to end users.
- Assist in conducting user satisfaction surveys and gathering feedback on IT services.
- Support continuous improvement initiatives for IT service delivery processes.
- Perform administrative and other tasks assigned by the Service Management Team.
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