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Job Description
• Quality Assurance for IT Service Management & as per ITIL specially for Service Desk & Helpdesk.
• Monitoring all calls and tickets to ensure applying agreed SLA.
• Working on Team KPI and ensure adhering them.
• Provide biweekly reports.
• Enhance the services provided by the team.
• Continuous improvement activities for the processes.
• Act as incident management team for the major incidents and high priority incidents to ensure the resolution within the approved SLAs.