Description
Single point of contact for IT related queries & IT related Support issues
- Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors
- Record all required incident details on the incident management system
- First level support to attempt to resolve the incident, use remote control if necessary for incident resolution
- If the incident requires escalation to level 2 support, the Service Desk staff create a work
- order on Service Desk and assign it to the appropriate level 2 technician / engineer
- Track the incident until closure and keep the User up to date with the incident status
- Functional escalation in case the incident resolution times exceed the agreed service levels
- Selective quality checks on closed incidents & service requests
- Receive service requests forms that have passed the business assessment and approval procedures
- Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures
- Track the service request until closure and keep the User up to date with the status
- Functional escalation in case the service request completion times exceed the agreed service levels