Associate Consultant
Core
Provide Help Desk support for large-scale Enterprise Customer Mobile services, triaging incidents and service requests.
Role type
Customer Service Desk Specialist (IT Help Desk)
Builds
ITSM ticket resolution and telephony operations for enterprise mobility services
Domain
Enterprise Mobility / IT Service Management
Required skills
Incident & Request Management (ITIL), Telephony Operations, ITSM tool proficiency, SLA/KPI monitoring, Knowledge base management
Preferred skills
Experience in regulated environments (Telco, Enterprise, Government), Contact centre call handling, High-priority incident management
Responsibilities
Act as first point of contact for enterprise customers via phone & email; log, categorise, prioritise, and resolve tickets; Handle inbound/outbound calls via Genesys Cloud; Monitor personal queues, SLA/KPI attainment, and ticket ageing; Maintain documentation quality and follow roster norms