Receive and record incoming calls/emails/web request from end users in the service desk system.

Work with users to collect information pertaining to incidents/service requests. Log incident records accurately and completely.

Perform standard enquiries to the user to diagnose the problem.

Analyze incidents to determine category and severity.

Resolve incidents as capable and where resolution is not possible assign call to level 2 support group.

Track incidents that have been handed to other delivery teams.

Utilise solutions submitted into the knowledge database to resolve common issues.

Communicate to end users on service interruptions when required.

Work together with other support groups to ensure seamless transfer or hand-over of incidents/service requests.

Be well-updated with developments in SSC scope of servi...