Posted: 7 months ago
Posted: 7 months ago
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Job Description
- Ticket Resolution Time (TAT)
- % of tickets resolved within defined SLA.
- First Contact Resolution Rate (FCR)
- % of tickets resolved at Level 1 without escalation.
- Ticket Closure Rate
- No. of tickets closed vs. tickets raised.
- Employee Satisfaction Score (CSAT)
- Feedback rating from internal stakeholders.
- Escalation Ratio
- % of tickets escalated beyond Level 1 support.
- Backlog Management
- No. of pending tickets beyond SLA/ageing matrix.
- Accuracy & Documentation Compliance
- Proper logging, categorization, and documentation of tickets.
- Process Improvement Contribution
- Suggestions implemented to reduce repetitive queries or improve TAT.
Skills
Library ManagementCategorizationLibrary ScienceDocumentationProcess ImprovementResolutionHelpdeskFeedbackIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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