Job Summary (List Format):

- Log and manage incident tickets following incident management processes.
- Classify prioritize and correlate incidents; attempt first-level resolution including remote support.
- Escalate unresolved incidents to Level 2 support and assign tickets accordingly.
- Track incidents through closure ensuring timely updates and SLA compliance.
- Monitor event logs and perform functional escalation if resolution exceeds agreed service levels.
- Act as incident manager when required by Service Desk Manager.
- Receive and process service requests linking them to appropriate user IDs and configurations.
- Route service requests to the correct IT technician/engineer and escalate if completion times exceed SLAs.
- Notify users about changes outages and major incidents; confirm ticket closure with customers.
- Perform daily health checks as defined.
- Install upgrade support and troubleshoot Windows OS A...