ServiceDesk Incident and Request first responders :
1.Respond to all cases within 15 minutes with anacknowledgment back to the raised user that states their case has been receivedby the Service Desk and is currently being reviewed.
This includescreating Service Desk tickets when requests for service is received via aService Desk support line.
2.Vet the case to determine first level of escalation(Tier 1, Tier 2 , IT Service Operations). If Tier 1 orself-assign anything on the scope of support.
3. System Monitoring : Conduct a health check ofall systems being monitored by PRTG every 15 minutes during their regular shiftand initiate the escalation of critical system incidents and / or outages.
ShiftTimings : RotationalShifts.
Certification : A+ and N+ are added advantage for this position.
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