Job Description
- Always act professionally and courteous when dealing directly with users
- Provide information to customers regarding planned changes, including planned and short term changes of service levels to customers
- Accept, analyze and classify incidents via agreed SLA
- Monitors progress based on timings defined in incident management process
- Strive to constantly improve on incident knowledge base
- Record, track, and close incidents with detailed work info and resolutions
- Performs ongoing monitoring and management of customer satisfaction
- Provide Escalations and notifications of major Incidents
- Managing and answering Phone calls
- Work under pressure
- Providing the Reports of daily and weekly tasks
