Service Desk Monitoring
vor 1 Tag
About the job Service Desk monitoring - EUCRoles and Responsibility Service Desk:Monitoring Team Member.
Take calls from the business users, log tickets, action the tickets to close or triage the ticket to the relevant support team.
Process email support requests from client users, log tickets, and action resolve the ticket or triage the ticket to the relevant support team.
Escalate to the relevant team as outlined in the SOP for priority tickets including P1 and P2 tickets.
Send communication to business users as required.
Work closely with track leads and delivery manager to ensure all assigned tickets are addressed and processed as per agreed SLA.
Support, mentor, and manage the team to deliver key KPIs including first call resolution target as agreed on the agreements including 24x7 monitoring of all alerts from the servers and devices hosted in the Data Centre.
Validate the alerts, discard false alerts, and assign valid alerts to respective technology support tracks.
Follow up with the relevant technology track team and ensure open items are closed on time.
Raise incident tickets in the ticketing tool based on alerts, threshold breaches, and other communication from relevant team members.
Make calls to the relevant technical team if the tickets are not acknowledged and actioned within the agreed SLA period and escalate to the relevant authority if no action is taken by the relevant team.
Raise service requests in the ticketing tool as may be requested by relevant team members.
Assist in the preparation of Daily, Weekly, and Monthly reports.
Maintain a false alert registry and get the relevant technology team to update/modify/disable alert configurations that are generating false alerts.
Send out incident dump reports daily to all relevant support team members.
Attend daily calls with all support team members.
Prepare outstanding Incident and Service Request reports for the daily call.
Initiate the bridge call if any P1 or P2 issues arise.Experience Must Have: 3 to 5 years of experience in Service desk/Network monitoring (NOC) centre.
ITIL V3 foundation certification / Knowledge.
Good communication voice and writing skills in English.
Outstanding communication/presentation/Voice/writing in English.
Diploma or Graduate in IT discipline.
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Melbourne, Österreich Buscojobs VollzeitAbout the job Service Desk monitoring - EUCRoles and Responsibility Service Desk: Monitoring Team Member.Take calls from the business users, log tickets, action the tickets to close or triage the ticket to the relevant support team.Process email support requests from client users, log tickets, and action resolve the ticket or triage the ticket to the...
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