SLA Support Analyst

2 weeks ago

Lahore, Punjab, Pakistan MTP (Mayfair Technology Partners) Full time 900,000 - 1,200,000 per year

We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction.

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Key Responsibilities:

SLA Management:Monitor and manage SLA compliance across all technical support contracts.

Track performance metrics and generate regular reports on SLA adherence.

Identify and escalate SLA breaches, and coordinate resolution efforts.

Technical Support:Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems.

Troubleshoot hardware, software, and network issues.

Collaborate with internal teams to resolve complex technical problems.

Client Communication:Serve as the primary point of contact for SLA-related inquiries.

Communicate service updates, outages, and resolutions clearly and professionally.

Conduct periodic reviews with clients to ensure satisfaction and contract alignment.

Documentation & Reporting:Maintain accurate records of SLA contracts, support tickets, and performance reports.

Prepare monthly/quarterly SLA compliance reports for internal and client review.

Process Improvement:

Recommend improvements to support processes to enhance SLA compliance.

Assist in developing and refining SLA templates and support documentation.

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Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field.

3+ years of experience in technical support or IT service management.

Strong understanding of SLA frameworks and ITIL principles.

Excellent communication and customer service skills.

Proficiency in ticketing systems & Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.

Ability to work independently and manage multiple priorities.

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Preferred Skills:

ITIL certification or equivalent.

Experience with contract management systems.

Familiarity with cloud services and enterprise IT environments.

Job Type: Full-time

Work Location: In person

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