Source description
About the role
Ticket Escalations
Identify and prioritize incidents requiring urgent attention. Identify Problems from incident commonalities.
Resolve escalated single-user tickets.
Create and maintain knowledge base articles for Tier 1 Service Desk personnel to increase first call resolution of tickets.
Create and disseminate training materials to agents, leaders, and Learning & Development for recurring user error incidents.
Provide monthly reports on frequently reported single-user incidents, problems, and ticket-elimination projects to business leaders.
Build business cases for product enhancement efforts to Tier 3 for automation or elimination of ticket drivers.
Major Incident Management
Communicate incident updates to affected stakeholders.
Engage and coordinate communications with Tier 3 Support or the Vendor for resolution of the major incident.
Document business impact, timeline, corrective action, follow-up tasks, and root cause of the major incident. Quantify incident impacts to the business.
Provide monthly reports on system health to business leaders.
Lead postmortem on GLS-initiated major incidents.
Partner with Vendor for RCAs and future mitigation actions on Vendor-initiated major incidents.
Manage process and technical follow-up tasks as Problems to prevent the major incident from recurring.
Problem Management
Coordinate Problem resolution with responsible engineering group.
Document temporary workarounds for Tier 1 and Tier 2 Support.
Provide status updates on Problem resolution to stakeholders.
Project Support
Be familiar with upcoming GLS releases of new functionality and impact to the business.
Create Informational Notifications for GLS of planned Vendor releases. Track upcoming Vendor releases for new functionality and possible business impact.
Validate upcoming changes to find issues before rollout to main user base.
Participate in vendor evaluations and proof of concept for new projects or system replacements.
Maintain the CMDB for the relevant business area (once established).
Provide support for the ITSM solution.
Perform other duties as assigned by members of management, and participate in or lead special projects as needed.
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