Job Description
Job Purpose:
This is the first point of contact for the customers when they need to raise a request or incident ticket. The Level 1 position usually consists of technicians who have a working knowledge of the most common issues that might occur in an IT environment, including password resets, basic hardware triage.
Responsibilities:
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible; log all Incident/Service Request details, allocating categorization and prioritization codes; provide first-line investigation and diagnosis of all Incidents and Service Requests; owns all Incidents and Service Requests throughout the lifecycle
Assign unresolved Incidents to appropriate Level 2 Support Group
Keep users informed about their Incidents’ status at agreed intervals; verify resolution with users and resolve Incidents
Escalate Major Incidents to the Incident Manag...