• Reads and comprehends customer handling instructions in the ticketing system • Logs into assigned splits/queues to answer designated calls into the Managed Service and Support Center (CSC) • Creates Ivanti cases to track all customer-related work received • Follows up with customer contacts to ensure satisfactory completion of work • Ensures compliance with designated contracts for managed services customers • Manages internal resources and business partners to meet contractual SLA requirements • Triages calls, emails, and work requests by severity, gathers appropriate initial information, and begins the resolution process; completes work when possible • Utilizes Power BI reports to monitor and analyze customer support metrics such as: Technician and resource utilization, Ticket hygiene (accuracy, completeness, and timeliness of case updates), SLA performance trends, Ticket backlog and volume patterns • Identifies data-driven opportunities to improve efficiency, customer experience, and service quality • Prepares and presents analytic findings to management to support decision-making related to staffing, workload balancing, and team skill development • Assists with maintaining data integrity in reporting tools and recommending enhancements to analytics dashboards • Supports continuous improvement by recognizing recurring issues and proposing actionable insights based on data patterns