Job description
- Issue Management - 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 issues statistic for reporting purposes.
- Prepare daily, weekly and monthly report Daily monitoring Liaise with client to clarify issue and assign issue to team for resolution.
- Track and report on issues resolution.
- Assess common issues and suggest improvement points.
- Track and report on day-to-day operations to maintain system stability.
EA Number: 11C4879
