Techinical Support Representative
Milton Keynes, England, United Kingdom
FORTNA
The Techinical Support Representative is responsible for overseeing the incident management and resolution process, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, implementing workarounds, and, where applicable, conducting trend analyses and root cause analyses. Strategy & Planning · Establish and enforce incident response service level … agreements in consultation with end users in the business to establish incident resolution expectations and timeframes. · Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems. · Regularly iterate on the incident management … and severity of incidents. Acquisition & Deployment · Prepare budget proposals and operational expenditure statements. · Collaborate with other departments to identify and/or procure service management software for internal staff and external clients. · Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and more »
Posted: