The role is responsible for providing support through e emails, phone calls and the approved ticketing system.
- Required to log all service requests, incidents and change requests into the approved ITSM ticketing system.
- Required to all service requests, incidents and change requests is assigned to the appropriate team or individual ticketing queues.
- Required to provide 1st & 2nd Level technical support for business users.
- Required to provide support to the approved Standard Operating Environment, which includes hardware, software and mobile devices.
- Required to meet the response and resolution Service Level Agreements of tickets according to ticket priority.
- Responsible for performing Service Desk processes and procedures relating to Business As Usual (BAU) operations. This may include but not limited to scheduled tasks, checklists and operational maintenance tasks.
- Responsible for deploying approved IT Assets to business users.