Providing a first point of escalation for the team in respect of technical support
Problem monitoring, resolution and escalation
Day to day ticket management
Perform symptom analysis on incidents to determine next course of action, - User account administration (Active Directory, VPN, SAP, New Joiner process)
Ensure that all of the terms and conditions specified in the Service Level Agreement are followed
Contact with user via phone and mail, troubleshooting and resolving users technical
Acting as single point of contact for users, logging and managing calls within SLA
Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact;
Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages;
Proactive flagging incidents where no knowledge solution was found;
Meeting or exceeding the level of Service when responding to all incoming incidents;
Accurate and timely hand off to other resolving teams.
