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Active monitoring of our customers’ IT infrastructures (servers, network devices, applications);
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Reaction on all alerts as defined within the process binders;
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Analysis of support requests sent by our customers by phone, email or web submit into our Incident management application;
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Timely logging of every support request in the ticketing systems;
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Accurate ticket documentation of the support request and troubleshooting steps taken;
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Tickets follow-up and escalation in accordance with priority, impact and SLAs;
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Regular feedback to the affected clients on the status of the support request in accordance with priority;
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Ownership and responsibility for all tickets assigned on the queue;
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Execution of proactive health checks according to already defined checklists;
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Punctual follow-up and accurate recording of the performed checks;
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Works in close collaboration with the colleagues to ensure that service delivery to the customer is of the highest standard;
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Works in accordance with Managed Services Operations quality standards, procedures, processes and work instructions;
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Attendance in trainings and team meetings.