JOB RESPONSIBILITIES: INCIDENT MANAGEMENT

• Log all the tickets as per incident management process.

• Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.

• First level support to attempt to resolve the incident, use remote control if necessary for resolution.

• If the incident requires escalation to level 2 supports, the SD engineer will create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer.

• Assign tickets to the Network SD\\Field Engineers.

• Log all the tickets sent by engineers through email.

• Timely update work logs of the tickets.

• Track the incident until closure and keep the User up to date with the incident status

. Owns life cycle of the ticket.

• Manage SLA of the tickets.

• Monitors event logs.

• Functional escalation in case the incident resolution times exceed the agreed service levels.

• Perform the role of an incident manager when instructed by Service desk Manager.

SKILLS AND ATTRIBUTES:Essential: 3+ years of working experience within an IT service desk environment.

• Knowledge of Remote-Control Tools e.g., ME, Ivanti, SCCM.

• Knowledge of ITSM Tools e.g. Manage Engine Service Desk Plus, BMC Remedy, Service-Now, TSRM, Ivanti

• Knowledge of below list of Manage Engine Tools Set

• Windows OS (all versions) experience

• AD, Exchange & O365 experience

• Planning and organising skills.

• Good administration skills.

• Able to operate with minimal supervision.

Able to maintain professional demeanour under stress.

• Strong interpersonal skills.

• Good Communication skills. Desirable:

• Ability to operate and support mobile devices and tablets. QUALIFICATION & CERTIFICATIONS:

• B-Tec Computer Science or any other bachelors degree.

• Microsoft qualification, Ideally MCP or MCSE. CCNA. ITIL V3/V4 certification.

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