Receiving of service requests and incidents reports via phone, web, mail, or other authorized means.
Authentication of requester and of approvals where applicable.
Log in tickets.
Categorization of Service Requests
Prioritization of Incidents.
Qualifies Incident as covered by SLA.
Qualify that services are in the Service Catalogue
Logging tickets in the ticketing system take ownership and follow up to closure.
Assign tickets to the respective groups/ individuals.
Resolution of tickets assigned and closure within the working shifts.
Service Provision as per SLAs
To provide first level support to users with IT support issues.
Use available resources to resolve incidents (people, tools, and processes).
Incident ownership, follow-up, and closure.
Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.
Escalation of incidents and requests that require expert input directly to the Senior Service Desk Analyst and the SME.
Daily/shift reports as per shift responsibility.
Provision of the incident reports with ticket closure and daily/shift reports as per shift responsibility.