Job Description
Duties and responsibilities: 1st Line IT support for Application Support Incident management for Application Support (SMAX) Logging and tracking of incidents, changes and requests Receiving incoming queries from multiple sources, assigning and tracking queries Proactively monitor and manage SLA and OLA on all incidents Ensure that business incidents and requests are resolved within the SLA / OLA timeframes Manage 3rd line escalations (Demand and vendor escalations) Manage business escalations to Application Support Identification and escalation of re-occurring problems and incidents Call journey management of high priority calls Ensure that all incidents and service requests are assigned to the appropriate teams Application Support Internal reporting for Application Support Drive operational issues and escalated issues through to resolution Drawing up performance reports by request. Provide a high quality and standard of Application Support...