Incident Management Specialist

Job Description

About the role

• To provide a professional first technical point of contact for the customer.
• Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
• Provide updates as needed to the customer in order to meet performance objectives.
• To ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.
• To perform technical escalations in line with company procedure.
• To monitor systems, customer network security and products, and deal with alerts and events as appropriate.
• To liase and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate.
• Document all troubleshooting and a case management actions via the electronic case management system.
• To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults.