Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g. Phone, email, web etc)·
Classify and prioritize the incidents / service requests / change
requests as per the defined categories, urgency and impact·
Allocate the incidents / service requests / change request·
Monitor, track and update the progress status of all incidents and
service requests.·
Escalate incidents / service requests which are going beyond the
agreed service levels·
Record customer complaints and inform the concerned management
staff for appropriate actions·
Logging and tracking incidents / service request that require
resolution from suppliers.·
Notify IT users & on site engineers with progress status of
all queries, incidents, service requests, change requests and complaints.·
Finally preparing daily report for all the logs taking under the
operation.
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