Responsibilities

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

Requirements