Incident Management & Customer Support: Act as the primary point of contact for international clients, end-users, and technical staff, managing inbound and outbound calls to resolve operational and technical queries.

SLA & KPI Management: Ensure all tickets and calls are handled within strict Service Level Agreements (SLAs), actively monitoring and improving key performance indicators such as Average Handling Time (AHT) and First Call Resolution (FCR).

Quality Assurance & Auditing: Conduct regular call and ticket audits to ensure compliance with process standards, evaluate user interactions, and provide actionable feedback to improve overall service desk performance.