Call Handling / ITIL processes, aid with Incident Management and confirm call resolution with End User providers and internal IT processes. Assist with Incident Management and problem resolution, ensuring minimal
relevant matters in the different forums. Incident management system through reporting, investigating,
framework Knowledge of customer service and incident management processes Strong verbal and written communication
Write and maintain support documentation, incident management processes, technical specifications and user
Visual Studio 2019 • General Toolset exposure Incident management systems such as Manage Engine Scrum / agile
ensure swift resolution. Incident Reporting: Collaborate with line managers to report and manage incidents
review cases, manage breaches and incidents, and produce timely management information reports. Your ability
review cases, manage breaches and incidents, and produce timely management information reports. Your ability
Accountabilities Incident and Problem Management – responsible for 3 rd line incident and problem management in relation
Studio 2019 • General Toolset exposure o Incident management systems such as Manage Engine o Scrum / agile