- Provide Level 1 support for all in scope of service via Phone/Chat/Email.
- Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
- Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
- Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
- Develop, establish and maintain call prioritization guidelines and escalation procedures.
- Provide a system’s status recording with status information such as known Major Incidents and estimated recovery time.
- ServiceNow Queue Management - Incident, Service Request, Problem & Change.
Minimum Qualification: 15 years of full time education