1 of 1 Remedy ITSM Jobs in Walsall

PRINCIPLE ACCOUNTABILITIES Be the first point of contact for users to resolve Incidents, Service Requests and enquiries for hardware, software and access, ensuring all activity is logged on the ITSM system. Respond and react to users needs via phone, chat, ITSM portal, email and in person. Establish the impact and urgency of a users ticket, ensuring all relevant … details are accurately captured and logged on the ITSM tool. Make an initial assessment of the information provided and identify if immediate corrective action can be undertaken at the point of first contact. Otherwise agree the next steps and course of action with the user. In the event of a Major Incident, support the Major Incident Manager as necessary. … groups. Supporting first line activities; Where necessary assist in establishing the impact and urgency of a users ticket, ensuring all relevant details are accurately captured and logged on the ITSM tool and the correct priority is assigned. If possible identify if an immediate corrective action can be undertaken at the point of first contact. Otherwise agree the next steps More ❯