Key responsibilities:

• Maintains the support process and ensures that requests for support are handled according to the procedures.
  
• Uses service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.
  
• Identifies and resolves problems following agreed procedures.
  
• Carries out agreed maintenance tasks.
  
• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
  
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
  
• Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
  
• Prioritizes a...