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Primary Skill Service Desk
User queryissue handling Ensuring user queries or issues are captured validated and triaged for further processing
Communicating with users Ensuring that various types of information are communicated to users through the appropriate channels
OptimizationEnsuring improvement of the two previous processes through analysis reviews and reporting as well as through automation competence building knowledge sharing and other organizational changes
Identify and diagnose issues and problems
Categorize and record reported queries and provide solutions
Support problem identification
Advise users on appropriate course of action
Monitor issues from start to resolution
Escalate if needed unresolved problems to a higher level of support
Provide essential online security advice and support
Systematically interprets user problems and identifies solutions and possible side effects
Uses experience to address user problems and interrogates database for potential solutions
Escalates complex or unresolved incidents
Records and tracks issues from outset to conclusion
During change acts systematically to respond to day by day operational needs and react to them avoiding service disruptions and maintaining coherence to SLA and information security requirements
Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
Maintains records informs users about the process and advises relevant persons of actions taken
SkillsMandatory Skills : Jira Service Desk, Servicedesk, Windows Server
