Service Management Center Analyst (smc Analyst) – Tier I
Accelecom
Sandy Springs, United States
On-site
Incident intake and ticket creation
Customer communication and updates
Service impact assessment
The Service Management Center (SMC) Analyst serves as the Tier I, customer-facing entry point for all service-related inquiries and incidents
Job Summary
The Service Management Center (SMC) Analyst serves as the Tier I, customer-facing entry point for all service-related inquiries and incidents.
This role is responsible for accurate incident intake, ticket creation, severity assessment, and customer communication, ensuring all service events are properly documented, routed, and managed in alignment with SLA and MTTR objectives.
The SMC Analyst plays a critical role in delivering a high-quality customer experience while supporting efficient incident response and resolution across the network.
Matching Summary
The Service Management Center (SMC) Analyst serves as the Tier I, customer-facing entry point for all service-related inquiries and incidents.