1 Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.
2 Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
3 Determine root cause of issues and communicate appropriately to internal and external customers.
4 Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.
5 Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.