Service Desk monitoring - EUC

About the job Service Desk monitoring - EUC

Roles and Responsibility Service Desk :
Monitoring Team Member.Take calls from the business users, log ticket, action the tickets to close or triage the ticket to relevant support team.Process email support request from client users, log tickets and action resolve the ticket or triage the ticket to relevant support team. Escalate to relevant team as outlined in the SOP for priority tickets including P1 and P2 tickets. Send communication to business users as required. Work closely with track leads and delivery manager and ensure all assigned tickets addressed and processed as per agreed SLA. Support, mentor and manage the team to deliver key KPI including first call resolution target as agreed on the agreements including. 24x7 monitoring of all alerts from the servers and devices hosted in the Data centre.Validating the alerts, discard false alerts and assign valid alerts to resp...