Job Description
Roles and Responsibility
Troubleshooting of all incoming incidents (incidents, service request, complaints) under first level support conditions following IT Service Management Processes based on ITIL Immediate support by phone and mail for user per defined service level agreements Incident- and problem handling, fulfilment of standard changes and service request and appropriate documentation Classification and assignment of tickets Documentation of information provided by the user and documentation of solution activities, including improvement of knowledge base Status monitoring of relevant incidents Initiation of functional and hierarchical escalation Obtain information and transfer information to second level support Primary Contact-person for users Monitoring all IT Services (such as Tickets/ emails/ Calls of all Incidents and SR) Requirements: M...
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