Position Overview
Ticket Management (Manage Engine):
- Log all incoming support requests accurately in Manage Engine and any other ticketing platform introduced in the future
- Open a minimum of 10 new tickets per day
- Process and manage at least 25 tickets per day
- Maintain ownership and update assigned tickets until resolution or escalation
- Ensure tickets are updated in real time
- Confirm resolution with the client before closing tickets
- Ensure no tickets remain unattended beyond expected service timelines
- Maintain alignment between Manage Engine ticket status and CMS device status
Every ticket must include the following this is what defines a quality ticket:
- A clear issue summary
- Clear and thorough troubleshooting steps taken on each issue/ticket
- The identified root cause of the issue (where determinable)
- The resolution actions performed
- Next steps if unresolved or escalat...