Log all incoming calls and email and record sufficient information to facilitate effective incident processing.
Identify the impact, urgency, and priority of incidents Provide initial troubleshooting and support for incidents.
Escalate incidents that cannot be resolved by the service desk to the appropriate Application Maintenance team and monitor progress.
Seek confirmation for closure from the user when resolution is provided.
Serve as the first point of contact for all incidents Prepare daily and weekly report (knowledgeable in excel)
