The Desk Side and Technology Support Analyst is responsible for resolving all 2nd Line incident and service requests within their region. They should have a good understanding of technology and demonstrate excellent customer service skills. […]
Manage and prioritize all 2nd line incidents and requests according to defined SLAs (within specific regions), ensuring 100% adherence to RFS & INC best practice guidelines. […]
Encourage colleagues to take ownership of issues by conducting problem analysis and implementing temporary or permanent fixes to restore service promptly; escalate incidents to other...