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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 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 gather information if missing any. Record...
About the Role
Job Description
PRIMARY RESPONSIBILITIES
REPORTING LINE
IT Service Desk Manager or Supervisor
SPECIFIC RESPONSIBILITIES
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