Who we are
ActionLabs is composed of IT experts committed to providing end-to-end IT services and solutions. We stand at the intersection of technology and partnership, helping enterprises navigate complex IT landscapes with confidence.
With more than a decade of experience, trusted technology partners, nationwide presence, and a team of competent industry professionals, we aim to deliver managed services anytime, anywhere, to help businesses excel in their respective fields with improved internal and external operations.
Job Description
- Answer queries, prioritizing calls, and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency.
- Leads CSR team, ensure operational requirements are met and collaborate with other teams to investigate problems and minimize service disruption.
- Keep track of Response Time and Resolution Time and other defined SLA.
- Oversee maintenance and troubleshooting call out requirements.
- Create end user guides and knowledge base documents for initial troubleshooting and end user prompted access request.
- Provide training for new helpdesk employees on the foundations of the company's services and departmental processes.
- Explore, analyze, identify, and solve issues with customer systems, including computer hardware & software, peripheral equipment, and network using documented processes where available and ITIL best practices were not.
- Keeps a closed loop communication style to notify all the appropriate individuals of ongoing problems and their resolution status.
- Execute other tasks assigned, which may include Help Desk support, conference facility set-up, and project work.
- Monitors and keeps track of SLA compliance for the on site support team.
