· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Single point ofcontact for all SITA global customers .

• Efficient in multitasking to manage the incident queue/calls/emails.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Adhere to publishedService Desk processes, procedures and Incident excellence guidelines at alltimes.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Proactive faultmanagement via NGOSS (monitoring and Event management tool)

• Perform initial Triage and preliminary checks with customer/ helpdesk.
• Perform triage/ investigation using IP tools (Putty) and document in Incident.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Manage the efficientrecording, tracking and escalation of Incidents and complaints.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Ensure Customers areconsistently updated on progress of an Incident/Request .

• Ability to progress the incident by coordinating with different fault resolution groups and stakeholders involved in resolution of an incident.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Make assessment ofrequests based on agreed service levels and if it cannot be easily categorisedrefer them to Service Desk Supervisor for further qualification.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Escalate issues whennecessary to Service Desk Supervisor/Manager in line with business escalationprocedures.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Invoke escalationprocedures relative to the appropriate Customer/Product/Service SLA based onescalation time guidelines.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Manage theRequest/Incident life-cycle, from incident opening till its closure.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Attend Service Deskprocess and procedure training sessions when required.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Attend Product andService training sessions when required.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Undergo competencychecks on a regular basis.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Highlight anytraining and education needs.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Ensure allocation ofthe correct priority level to Incidents as defined within the IncidentExcellence guidelines and procedures.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Ensure incidentreporting data integrity is maintained to the highest possible standards.

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Undertake any otherreasonable task as requested by your manager

· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Need to work inrotational shift .

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