This role provides first-level support, service restoration, and fulfillment of service requests, advising users to ensure maximum availability, performance, and utilization of knowledge and information systems. A systematic, disciplined, analytical approach is applied to problem solving to meet set standards and agreed procedures.

Shift Pattern

• Morning: 06:00 - 14:30
• Afternoon: 14:00 - 22:30
• Night: 22:00 - 06:30

All shifts rotate monthly and are work-from-home. The role requires flexibility to work across all shift types, including nights, and may require occasional presence at the office during core business hours (07:00 - 18:00).

Responsibilities

• Improve user confidence in the self‑service portal.
• Assist callers in logging a case for the issue they are experiencing.
• Assist in modification of user profiles based on Service Requests / Work orders (Tickets).
• Participa...