To handle the 1st level support Service Desk to ensure the following agreements:
? Owner and responsible of the Incident and problem management from the opening till the issue is closing according the Service levels defined.
? Work independently (Not only catch and dispatch) during weekends and national holidays to guarantee the 24x7 first level support based on the defined services. The 24x7 service will be provided in collaboration with other teams in other time zones and locations.
? Provide the services on the CSD corporate virtual team which has staff in several locations and covering the 3 different time zones APAC, Americas and EMEA based on the “follow the sun” concept.
? Ensure the delivery of the first level support services
? Management of Service Provider resources on basis of SLA´s, OLA´s, SOPs, Contracts and with individual targets
? Handle upcoming issues even if the situation is not described 100% in the SOP.
? Take care of new applications (New IT Landscape) which are used globally in case of incidents and problems that have a big business impact.
? Capability to work in critical moments alone as long as the central incident managers could be brought in.
3 Specific Accountabilities
? "1st level support" and “single point of contact” for users; following the CSD Service Catalogue based
? on the first level support, especially the reaction time, performance levels and priority definitions
? Receiver of service calls (Incidents, Service Requests) from countries without local Service Desk
? Direct resolution of service calls where a Standard Operation Procedure (SOP) is defined and agreed
? Incident management: Service call routing and tracking, escalation, call and Incident ownership
? SLA and OLA monitoring as support for service level management
? Service request management including:
o Control point of coordination for user access management: Grant access to authorized users, prevent access to unauthorized users
o Event Management: Monitor all events that occur throughout the IT services supported by SSC; to monitor normal operation and to detect and escalate exceptional conditions
o Proactive Application Monitoring (i.e. availability and utilization, average response-times and from a functional perspective)
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