- 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
Normal working hours Top 3 Must have skills / Primary skills. • Log all incoming calls and email and record sufficient information to facilitate effective incident processing. • Provide initial troubleshooting and support for incidents • Serve as the first point of contact for all incident
