1 to 1 of 1 Management Information System Jobs in Farnborough

of Contact: Serve as the primary contact for users reporting issues with services, demonstrating excellent communication skills and empathy. Incident Recording: Gather necessary information from users and accurately record incident details, ensuring efficient documentation. Initial Incident Handling: Classify, prioritise, and diagnose incidents promptly, aiming for swift resolution. First … utilising technical expertise. Incident History Maintenance: Maintain detailed records of actions taken during incident resolution, particularly when 1st Line Support is responsible. Escalation Management: Assign unresolved incidents to appropriate groups (2nd or 3rd Line Support) within agreed timelines. Incident Tracking: Monitor and manage service desk incidents until closure … progress. Service Level Adherence: Ensure that tickets meet or exceed service level agreements (SLAs). Ticket Escalation: Escalate complex or critical incidents to management when necessary. User Verification: Inform and verify ticket resolution with users, ensuring their satisfaction. Resolution Focus: Strive to resolve tickets efficiently and effectively, contributing more »