tasks and tickets as required Action and resolve CIM (Critical Incident Management) tickets as required Management) tickets Raise and lead tasks PM (Problem Management) tickets as identified Handling Tickets and Tasks the organisational Agile Working Model Performing ticket duty services as and when required in-line with
incident handling Tickets can be opened as service request or real incident tickets. The solution time time is equal for both ticket types. There are no exceptions concerning public holidays. Service time DAM DAM operations concerning ticket handling: Critical/High/medium/low: 724 Solution time DAM operations operations concerning incident ticket handling: Critical: 1 Std. High: 4 Std. Medium: 17 Std. Low: 35 Std. Solution time DAM operations concerning service request ticket handling: Critical: 1 Std. High: 4 Std. Medium:
tasks and tickets as required Action and resolve CIM (Critical Incident Management) tickets as required Management) tickets Raise and lead tasks PM (Problem Management) tickets as identified Handling Tickets and Tasks the organisational Agile Working Model Performing ticket duty services as and when required in-line with
Technician Service Accurately allocate on site tickets to the relevant technician/branch/contractor within Accurately log all field support and telephone tickets and close within 30 minutes of receiving request quotes within 4 hours of receiving. Keep all open Tickets up to date including all Multinational systems
(Incident Management) tickets Action and resolve CIM (Critical Incident Management) tickets as required Raise Management) tickets as identified Action and coordinate CM (Change Management) tasks and tickets as required
(non-negotiable)
resolution including handling of incident tickets in ITSM ticketing system. Generic Responsibilities: Take Knowledge of ITSM Solutions specifically BMC Remedy Ticketing tool. Ability and willingness to coach and give
Degree (non-negotiable) CA(SA) with completed board exams Experience: 2 years post articles experience Knowledge
Degree (non-negotiable) CA(SA) with completed board exams Experience: 2 years post articles experience Knowledge
management)