About this role
Minimum Ten (10) years of post-qualification experience, including at least three (6) years in the relevant field. Only post-qualification experience, i.e., experience acquired after completion of 16 years of education, will be considered. • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible • Assign unresolved Incidents to appropriate Support Group • Log all Incident/Service Request details, allocating categorization and prioritization codes • Keep users informed about their Incidents’ status at agreed intervals • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) • Provide first-line investigation and diagnosis of all Incidents and Service Requests • Verify resolution with users and resolve Incidents in ITSM tool • Escalate Major Incidents to the Incident and/or Problem Manager • Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator. • Owns all Incidents and Service Requests throughout the lifecycle Qualification: Minimum 16 Years of education in relevant field. Quota: Merit