• Taking inbound calls direct and or provide Users with updates on their logged calls, call users to provide feedback, make follow up with engineers, and 3rd party teams. • Ensure clients are informed of process requirements when logging service requests and manage expectations of service delivery. • Proactively track the service and incident request SLA's as per set procedure and carry out necessary steps to prevent the request from breaching Responsible for escalating and communicating with both clients and technical support staff. • Responsible for daily age analysis reporting to Support groups for outstanding requests that require action and feedback. • Identify any data integrity challenges and report findings to the Account Managers, to rectify. • Ensure consistent awareness of client environmental changes and manage service requests accordingly. • The critical areas are to manage, inbound calls, close and update tickets within required times or Service Level Agreement’s (SLA) in accordance to service request, incident and problem management process and to ensure effective utilization of resources. • Do follow up of All Pending and Escalation calls, with Engineers/Customers and 3rd Parties. • Escalate P1 (Priority 1) calls within 30minutes of being logged and every 30 minutes thereafter until closure.

Call Tracking, Working close with Engineers and ext client on their requests and incidents resolution.Making follow ups on job cards and communicating with clients about status of their incident or requests.

• Support • Helpdesk• Hardware and software maintenance• Network management