Service Desk SME

Roles and Responsibilities

• Manage service desk operations, ensuring adherence to SLAs and FCRA guidelines.
  
• Provide technical support to customers through various channels (phone, email, chat).
  
• Resolve customer complaints and issues in a timely manner.
  
• Maintain accurate records of incidents, problems, and resolutions using Excel templates.
  
• Collaborate with other teams to resolve complex issues that require escalation.