Job Summary

• Log and manage incident tickets following incident management processes.
• Classify, prioritize and correlate incidents; attempt first‑level resolution including remote support.
• Escalate unresolved incidents to Level 2 support and assign tickets accordingly.
• Track incidents through closure ensuring timely updates and SLA compliance.
• Monitor event logs and perform functional escalation if resolution exceeds agreed service levels.
• Act as incident manager when required by Service Desk Manager.
• Receive and process service requests linking them to appropriate user IDs and configurations.
• Route service requests to the correct IT technician/engineer and elevate if completion times exceed SLAs.
• Notify users about changes, outages and major incidents; confirm ticket closure with customers.
• Perform daily health checks as defined.
• Install upgrade support and troubles...