Incident Management: Act as the first point of contact for clients; acknowledge, triage, and resolve basic technical incidents.
Proactive Maintenance: Perform scheduled health checks on client infrastructure (backups, patch management, and server monitoring) to prevent issues before they occur.
SLA Compliance: Ensure all client requests are addressed within the timeframes defined in the Service Level Agreement (SLA).
Client Reporting: Assist in preparing monthly service performance reports for customers, highlighting system uptime and incident trends.
Change Requests: Execute standard changes (e.g., firewall rule updates, user permission changes, or software updates) following the formal Change Management process.
Required Skills & Qualifications
Customer Service Mindset: Ability to maintain a professional and empathetic tone with external stakeholders.