IT Service

Job Description

Summary of This Role

Works to perform a set of activities where specialized roles / functions provide value to customers in the form of Incident Management, Change Management, and/or Problem Management.  Collaborates with internal technical resources for incident and problem management, responding to issues with actual or potential impact to client service. Ensures the determination of root cause and resolution of incidents within appropriate timescales. Creates and manages post incident analysis, trends, reports, metrics and action recommendations and tracking. Drives the change process with minimal impact to client service.

What Part Will You Play?

• Enters incident data, as directed, into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents.  Annotates the steps taken to reach incident milestones to come up with a technical timeline within the incident tracking system ...