Helpdesk Engineer

Job description

• Issue Management - Log all incoming calls and email and record sufficient information to facilitate effective incident processing.
  
• Identify the impact, urgency, and priority of incidents Provide initial troubleshooting and support for incidents.
  
• Escalate incidents that cannot be resolved by the service desk to the appropriate Application Maintenance team and monitor progress.
  
• Seek confirmation for closure from the user when resolution is provided.
  
• Serve as the first point of contact for all incidents Prepare issues statistic for reporting purposes.
  
• Prepare daily, weekly and monthly report Daily monitoring Liaise with client to clarify issue and assign issue to team for resolution.
  
• Track and report on issues resolution.
  
• Assess common issues and suggest improvement points.
  
• Track and report on day-to-day operations to maintain system stability.
  

EA Number:
11C4879