Technology | IT Service Management Certifications | ITIL Intermediate Certificate
- Service Desk Differentiate between Incident and Service Request and record in the system
- Resolve issues / fulfill requests by following SOP
- Allocate to right resolver group and 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 and Run Incident Management functional responsibilities such as bridge, communication updates
- Drive towards service restoration within agreed SLA Capacity Management (CM). Monitor, analyze infrastructure capacity and Implement CM policy and 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)
- Implement recovery plan and negotiate services.
- Implement tests, conduct evaluations and generate reports.
- Develop and implement procedures SLA management.
- Identify what is within SLA and what has breached IT Security Management
- Understand IT security guidelines and provide defined report from the system and Vendor Management
- Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls and schedules for onsite/ remote intervention,
- Communicate on the changes to logged cases, notifications received on product recommendations and escalate when necessary
- Provide inputs for report preparation and Service Reviews
- Interact with customer on specific customer complains to understand the issue and derive corrective/preventive actions Technical Skills IT Infrastructure Management
- Incident Management IT Service Continuity Management (ITSCM)
- Service Level Management and IT Security Management