Found Description
The purpose of this role is to assist team members in resolution of standard incident tickets by documenting incidents, tracking their status, and monitoring alerts.
Areas of Responsibility
- Triaging and resolution of tickets – Assist in the initial triage and response of standard incident tickets (P5 and P4) along with documentation and ensuring timely and accurate resolution as per defined procedures.
- SLA Monitoring – Monitor alerts and SLA timelines for the entire lifecycle of a standard ticket (P5 and P4), track open tickets for standard incidents, and submit reports for review of SLA adherence status.
Mandatory Skills
- TIS Service Desk.