Responsibilities: 1 Managed and tracked daily IT support tickets and email queries 2 Verified case details and ensured accuracy before assignment 3 Escalated unresolved or complex issues to appropriate teams 4 Monitored real-time ticket status and updated logs regularly 5 Coordinated with team members to ensure timely issue resolution Role Expansion – Email Coordinator: 1 Handled high-priority and time-sensitive tickets 2 Reviewed and updated priority cases every 30 minutes 3 Flagged overdue tickets to prevent SLA breaches 4 Reminded team members of unattended or delayed cases Key Contributions 1 Reduced response time through proactive monitoring and escalation 2 Helped prevent SLA breaches by tracking overdue tickets 3 Improved communication flow within the service desk team 4 Successfully supported critical case handovers without delays Learning Outcomes 1 Understanding of real-world IT operations and service desk environments 2 Ability to manage multiple tasks under pressure 3 Improved professional communication and coordination skills 4 Experience using internal systems for live monitoring and reporting Challenges & Growth 1 Adapted to unfamiliar systems and workflows 2 Improved multitasking and prioritisation under pressure 3 Learned to ask for clarification early to avoid mistakes 4 Developed confidence working independently Achievements 1 Took initiative in handling Email Coordinator responsibilities 2 Demonstrated accountability and proactive work attitude 3 Built strong collaboration with team members and supervisors