Sr. Managed Services Representative

Job Summary

Key Responsibilities

• Respond to customer queries and support requests received via calls, emails, chats, and service portals.
• Act as the primary point of contact for incident logging, troubleshooting, and service request management.
• Build a thorough understanding of client applications, business processes, and operating environments.
• Troubleshoot and resolve software, hardware, application, and access-related issues within defined timelines.
• Accurately log, categorize, prioritize, and track tickets using the designated ticket management system.
• Follow standard Service Desk procedures and ensure all incidents and requests are documented appropriately.
• Ensure compliance with defined Service Level Agreements (SLA), Turnaround Time (TAT), and operational KPIs.
• Monitor ticket queues and proactively manage workloads to ensure timely ticket resolution.
• Escalate unresolved incidents to the appropriate support teams while maintaining ownership until closure.
• Maintain detailed records of incidents, service requests, root causes, and resolutions.
• Provide regular updates to end users on ticket progress and expected resolution timelines.
• Handle customer escalations and coordinate with internal stakeholders for prompt resolution.
• Identify recurring issues and contribute to problem management and root cause analysis activities.
• Support knowledge management initiatives by creating and updating knowledge base articles.
• Suggest and implement process improvements to enhance operational efficiency and customer satisfaction.
• Mentor junior team members and assist in onboarding and training activities.
• Generate and maintain operational reports related to ticket volume, SLA compliance, and service performance.

Required Skills

Technical Skills

• Hands-on experience with IT Service Management (ITSM) tools such as ServiceNow, Freshservice, Jira Service Management, Remedy, or similar platforms.
• Knowledge of Incident Management, Service Request Management, and Escalation Management processes.
• Good understanding of Windows OS, Microsoft 365, Outlook, Active Directory, VPNs, and basic networking concepts.
• Experience in remote troubleshooting and customer support environments.
• Ability to analyze issues, identify root causes, and provide effective resolutions.

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer service and stakeholder management abilities.
• Good analytical and problem-solving skills.
• Ability to multitask and work effectively under pressure.
• Strong documentation and reporting skills.
• Team-oriented mindset with mentoring and leadership capabilities.

Educational Qualification

• Any Graduate Degree from a recognized university.
• Certifications such as ITIL Foundation, Microsoft, Service Desk, or Customer Support certifications will be an added advantage.

Experience Requirements

• Minimum 3+ years of experience in Managed Services, Service Desk, Helpdesk, Technical Support, Customer Support, or IT Operations.
• Experience working in SLA-driven environments.
• Proven experience in handling customer interactions through calls, emails, chats, and ticketing tools.
• Exposure to incident management, escalation handling, and enterprise customer support.

Key Performance Indicators (KPIs)

• SLA Compliance
• Ticket Resolution Time
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Ticket Quality Score
• Escalation Handling Efficiency
• Knowledge Base Contributions
• Process Improvement Initiatives
• Adherence to Operational Metrics

Preferred Candidate Profile

• Strong customer-centric approach with a focus on service excellence.
• Ability to work independently and collaboratively within a team.
• Willingness to work in rotational shifts and support business-critical operations.
• Proactive attitude towards learning new technologies and processes.
• Proven ability to handle high-priority incidents and customer escalations effectively.