Certification :
Technology | IT Service Management Certifications|ITIL Intermediate Certificate||
Service Desk _Differentiate between Incident and Service Request ; record in the system _Resolve issues / fulfill requests by following SOP _Allocate to right resolver group ;; work with stakeholders concerned till logical closure _Operate service management tool for effective usage Incident Management (IM) _; Comply with steps such as Investigate, Diagnose, Record,
Communicate; _Run Incident Management functional responsibilities such as bridge, communication updates _Drive towards service restoration within agreed SLA monitor adherence in terms of timeline and accuracy _Analytics for effectiveness and completion in tuning and implementation _Work with other processes ( IM, PM, CM, RM, AM etc.) for effective and effective implementation of the CM Process ITSCM (Information Technology Service Continuity Management) _Developing deliverables ; generate reports _Develop ; implement procedures SLA management _Provide defined reports from the system on time _Identify what is within SLA ; what has breached IT Security Management _Understand IT security guidelines ; provide defined report from the system; Vendor Management (VM) _Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls ; schedules for onsite/ remote