Job Description

Key Responsibilities

Client Communication and Relationship Management:

• Act as the central point of contact for assigned clients regarding IT services and support.
• Build and maintain positive, professional relationships with clients by providing timely updates on service requests, incidents, and project progress.
• Understand client requirements and expectations to align services effectively.

Service Coordination:

• Receive, prioritize, and track client requests or issues, ensuring they are routed to the appropriate technical teams.
• Monitor the progress of service tickets and ensure resolution within agreed timelines.
• Escalate critical issues to higher management or specialized teams when necessary.

Incident and Problem Management:

• Provide first-level support by addressing basic inquiries or troubleshooting issues when possible.
• Facilitate communication during incident resolution, ensuring clients are informed at every stage.
• Collaborate with teams to identify root causes of recurring issues and implement preventive measures.

Reporting and Documentation:

• Generate and deliver regular service performance reports to clients, highlighting key metrics (e.g., SLA compliance, issue resolution time).
• Document interactions, incidents, and resolutions in the service management system.

Collaboration with Internal Teams:

• Coordinate with developers, network engineers, and other IT staff to address client-specific requirements or technical challenges.
• Ensure alignment between service teams and client expectations to achieve optimal results.

Qualifications and Skills

Educational Requirements:

• Bachelor's degree in Management, Information Technology, or a related field preferred.

Experience:

• Fresher candidates will be preferred, who can work as interns.

Soft Skills:

• Exceptional verbal and written communication skills.
• Problem-solving aptitude with a client-centric approach.
• Ability to manage stressful situations calmly and professionally

Job Type: Internship
Contract length: 6 months

Schedule:

• Day shift

Work Location: In person