Key Responsibilities:
Act as the first point of contact for all IT service requests via phone, email, or ticketing system.
Log, categorize, and prioritize incidents and service requests.
Assign and track support tickets to appropriate IT engineers or teams.
Follow up on open tickets to ensure timely resolution and user satisfaction.
Maintain communication with users regarding ticket progress and resolution.
Escalate unresolved issues to higher-level support or relevant departments.
Prepare and share regular reports on ticket status, resolution times, and performance metrics.
Assist in onboarding/offboarding processes by coordinating with the HR and IT teams.
Maintain and update documentation and standard operating procedures (SOPs).
Support audits by ensuring proper ticket records and documentation.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Shro Systems
About
SHRO is an ISO 9001: 2015 Certified company and leading IT consulting firm dedicated to providing clients with innovative solutions for their technological needs. We collaborate with our clients to establish strategies that will enhance their current business platform and prepare for future challenges. SHRO SYSTEMS helps customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our Industry Experience & Technical Expertise enable us to harness the latest technology for delivering business capability to our clients.In today’s world, organizations will have to rapidly reengineer themselves and be more responsive to changing customer needs. SHRO is well positioned to businesses in their transformation journey, identify new growth opportunities and facilitate their foray into new sectors and markets.We consider client satisfaction and overall TCE as the top most priority coupling it with offering expert advice and cost effective solutions to our clients all over India.
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