Descripción:

Job Description

• Logs all relevant incident/service request details, allocating categorization and prioritization codes (Priority).

• Provides customer service resolution for operational and service-related incidents. • Routes incidents/service requests that cannot be immediately handled.

• Handles requests and incident reports from customers.

• Determines which CIs are involved in the incident.

• Maintains end-to-end responsibility for customer and end-user calls/emails providing timely, reliable and courteous service.

• Resolves or escalates incidents and requests.

• Updates and validates all incident information.

• Obtains additional information from the requester and end-users, when required. • Ensures that incidents are resolved and closed.