Consultant – Service Desk Management Assistant;

Logging of support requests and event generated incidents in the CRM system and follow-up throughout the incident life cycle.
 Analysing and resolving incidents according to established operational procedures.
 Escalating incidents when necessary and identifying and employing measures to prevent reoccurrence. Managing support requests until closure.
 Monitoring of the ICT infrastructure using various monitoring technologies. Informing customers of outages, known errors and resolution progress.
 Assisting in developing or improving technical service policies or technical documentation.
 Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
 Producing technical documentation or user manuals as required.
 Providing assistance to the Change Manager or the CMDB owner for the coordination of changes and update of the CMDB.
 Performing other duties as required.