both change and incident handling Tickets can be opened as service request or real incident tickets. equal for both ticket types. There are no exceptions concerning public holidays. Service time DAM operations
organisational Agile Working Model Performing ticket duty services as and when required in-line with feature
organisational Agile Working Model Performing ticket duty services as and when required in-line with feature
closing Operational and Maintenance tickets within defined SLA's (Service Level Agreements). Responsible for
all GROUP markets, globally. Ticket and change request creation to service groups responsible to action
tickets (Incidents & Problems tickets) within defined SLAs (Service Level Agreements). User interface
closing Operational and Maintenance tickets within defined SLA's (Service Level Agreements). Responsible for
Job Purpose: The Helpdesk Technician is primarily responsible for providing technical support and advice to customers (internal and external) via the telephone. Responsibilities: Technician Service Accurately allocate on site tickets to the relevant technician/branch/contractor within 30 minutes of
incidents recorded in Ticket Management System. Monitoring and delivering Service Desk outputs. Incident
tracking tickets to external support Troubleshooting deployments Debugging remote services Ability to