Establish and take ownership as first-line (point of contact) for customers. Actively monitoring and owning Incidents and user questions, troubleshooting, present product demonstrations and providing the communications channel for other Service Management disciplines with the user community. Additionally, provides an interface for other activities such as customer Change requests, third parties (e.g. maintenance contracts), and software licensing. Facilitate the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities.
Keep customers informed on request status and progress; Make an initial assessment of requests, attempting to resolve them or refer them to second tier; Identify problems; Close incidents and confirmation with the customers; Coordinate second and third line support; Monitor the availability of IT applications; Demonstrated on-the-job experience in desktop tools (Microsoft Office Suite); Experience with the Client’s systems and processes for managing user access to data; Able to create and maintain a database to track trouble calls; Provide drafting of Standard Operating Procedures and Software Application User Guides.
