1 to 1 of 1 Escalation Management Jobs in the South East

agreed timeframes, 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, keeping affected users informed of 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 … As the central point of contact, youll need to communicate effectively with end-users, understanding their issues and providing clear instructions or updates. Incident Management: Proficient in recording and documenting incidents accurately. Prioritise and diagnose issues promptly. Technical Expertise: Investigate and resolve incidents within agreed timeframes, leveraging your technical more »