- Serve as the first point of contact for all incidents.
- 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.
- Prepare daily and weekly report (knowledgeable in excel).
Regards,
Lini
Recruitment Consultant
R22108463
