• Ensured timely resolution of all service and support related requests and incidents. offered successful call logging and 1st level support to customers including incident and problem management. provided superior customer service through timely & accurate technical support with focus on quality and first touch resolution.• Service Excellence:Each service delivered to an external and internal customer conducted in a professional manner• Ticket Logging: Ensured all requests were logged as per call logging process with all mandatory fields completed• Ticket Response: Ensured all tickets assigned are responded to within set targets• Ticket Resolution: Ensured all tickets assigned were resolved within set targets• Ensured First Time Resolution on all requests and incidents• Escalation of Tickets: Ensured all tickets which require escalation were escalated following the comprehensive process required• General Responsibilities:• Operational support systems: Ensured all support systems were always accurately updated with customer and technical information,• Monitoring Systems: Ensured all customer information is correctly displayed on all the monitoring systems