Job Description

Job Description

PRIMARY RESPONSIBILITIES

  • Provide first line support to SGS affiliates and external clients
  • Fast paced handling of incidents / requests resolution, escalation and information routing.
  • Deciding on incident severity/priority
  • Validation and evaluation of technical and or operational information pertaining to the incident
  • First contact resolution and troubleshooting via phone and remote access tools
  • Managing Incidents throughout their lifecycle

 

REPORTING LINE

IT Service Desk Manager or Supervisor

SPECIFIC RESPONSIBILITIES

  • Establishes controls to monitor the performance of the management systems.
  • Validate, evaluate and classify incident / requests.
  • Determine resolution and/or escalation path to ensure all issues are appropriately managed.
  • Evaluate content of requests / incident report and gath...

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