Job Description :

1. Create Problem Request, review and evaluate them.

2. Schedule major problem calls.

3. Assign / Re-assign Problem Escalation ownership, immediate fix and can initiate Corrective and Preventive actions.

4. Categorize problem tasks with Reason Code Category & Subcategory

5. Create all helpdesk tasks for the problem tickets when needed.

6. Helpdesk L1, KPI Report, Daily SLA (24 / 7 Support).

7. Can perform data cleaning, daily dashboard publishing on SLAs, Tasks Status, and implementation of problem tasks.

8. Have sound knowledge on ITIL processes such as Incident, Problem and Change Management.