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- ...User Support Responsibilities Receive, log, categorize, prioritize, and manage incidents and service requests through the ITSM system. Provide Level 1 remote, telephone, email, and on-site technical support to end users. Troubleshoot Windows operating systems...
- ...Conduct scheduled audits of SOPs, CMDB records and preventive-maintenance evidence. Verify operational reports against ITSM system data. Track corrective actions arising from audits and quality reviews. Support root-cause analysis activities. Assist in maintaining...
- ...Red Hat RHCSA / RHCE certification. Experience with enterprise monitoring and patch-management tools. ServiceNow or other ITSM platform experience. Knowledge of VMware, AWS/Azure, and Backup/DR solutions. Experience working in a global follow-the-sun support...
- ...Experience in a technical or equipment-based environment preferred. Knowledge of inventory-management practices. Familiarity with ITSM and CMDB systems. Strong record accuracy and inventory-control skills. Good coordination and cost-awareness skills. Ability...
- ...experience in IT service delivery . Experience managing a 24x7 support operation . Strong knowledge of SLA/KPI reporting using ITSM tools. ITIL Expert / Managing Professional certification. Experience in workforce planning and rostering. Strong...
- ...requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize all tickets in the ITSM tool, giving high priority to VIP users. • Troubleshoot user issues by phone or other approved channels, escalate unresolved...
- ...pending tickets. Maintain communication with TOC and affected departments during incidents. Support service reporting through the ITSM system. Coordinate access permissions and work permits for dispatched technicians. Ensure timely and efficient ticket handling...
- ...CMDB accuracy and preventive-maintenance performance. Review major-incident root-cause analyses and ensure reporting aligns with ITSM records. Monitor IT service-management processes including incidents, problems, changes and configuration. Drive continual service...
- ...the major-incident procedure when required. • Conduct effective shift handovers and maintain accurate shift logs. • Ensure ITSM incident/service records are properly completed. • Ensure CMDB updates and other required technical records are completed during...