Represent the first stage of escalation for Incidents
80Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
80Responsible for assigning incidents within a group or division
80Determines if an incident needs to be escalated according to priority and severity of the issue
80Participate in Incident review following major Incidents
80Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
80Document troubleshooting steps and service restoration details
80Create and submit knowledge articles
80Provide specialized investigation and diagnosis of all Incidents and Service Requests
80Identify Problems
80Verify resolution with end-users and resolve assigned Incidents
80Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Operations Manager
Serve as the first point of contact for customers seeking technical assistance over ticket, chat or email
80Perform troubleshooting through diagnostic techniques and pertinent questions
80Determine the best solution based on the issue and details provided by customers
80Walk the customer through the problem-solving process
80Direct unresolved issues to the next level of support personnel
80Provide accurate information on IT products or services
80Record events and problems and their resolution in logs
80Follow-up and update customer status and information
80Pass on any feedback or suggestions by customers to the appropriate internal team
80Identify and suggest possible improvements on procedures
80Testing and analyzing IT system and software performance.
80Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.