Source description
About the role
Role & responsibilities Roles & Responsibilities: Initial assessment of reported incident or service request at Help Desk Provides support for basic incidents reported via email, ticket or phone Follow triage for High Severity Incidents and start Sev1/2 ticket Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility Asking questions about the problem and explaining possible solutions Dealing with common or basic technical issues Taking remote desktop to diagnose the root cause and provide fix Using automated diagnostic programs to solve network problems Updating knowledge bases with details of common problems Using helpdesk software to log calls with descriptions of issues, progress and solutions,Adhere to response & resolution SLAs
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