Service Delivery Executive (Service Desk / Helpdesk)

Responsibilities

. Manage and monitor support tickets logged by customers, ensuring each ticket is categorized, prioritized, and tracked in accordance with SLAs.

. Update the status of tickets promptly and accurately in the support system.

. Communicate effectively with customers to provide updates on their ticket status, gather necessary information, and ensure customer satisfaction.

. Proactively follow up on overdue or at-risk tickets and escalate issues where required.

. Collaborate and follow up with internal teams to resolve customer issues efficiently.

. Maintain thorough documentation of ticket progress and resolutions.

. Support service reporting by preparing weekly and monthly reports (e.g. ticket volume, SLA compliance, recurring issues).

Requirements

. Proven experience in a technical support, service desk, or service coordination role.

. Strong communication skills, both written and verbal, with the ability to explain technical information clearly to non-technical customers.

. Good organizational skills with the ability to manage multiple tickets and priorities simultaneously.

. Ability to work collaboratively in a team environment.

. Familiarity with ticketing or ITSM tools is preferred.

. Experience working in an SLA-driven, customer-facing environment is an advantage.

. Basic understanding of incident, problem, and change management concepts is a plus.

Licence no: 12C6060