Incident Management: Level 2 Support
We also provide support and management of incidents and service requests according to established ITSM processes and procedures, including:
- Maintain a high degree of customer service for all support queries, take ownership of user problems, be proactive when dealing with user potential issues and act on these in accordance with the established ITSM processes;
- Escalation of incidents and service requests to higher support levels or specialist support teams in accordance with established ITSM processes and Service Level Agreement (SLA);
- Create and edit documentation, manuals and FAQs for online support and make sure they are up-to-date; and
- Other Level 2 Support: Suppliers Escalation, Servers (HP, IBM, DELL), Network LAN/WAN (CISCO, HP, Alcatel), Backup Server, Internet, Email server (Exchange).