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First Line Support
Il y a 4 mois
The activities are the following:
1. Analyse the request;
2. Analyse and discuss the categorisation of the ticket based on the fields available in JIRA (CBS, Priority, Type of request, Components) and within the limit of the Level 1 – Front Desk permission in ticketing tools;
3. Provide a solution when possible and resolve the ticket assigning it back to the reporter;
4. Feed the knowledge base (SOPs, FAQs);
5. Monitor the resolution process and “chase” the resolution teams ensuring solution is completed within the SLAs;
6. When no solution can be provided at Level 1, the Front Desk will assign it to a Level 2 depending on the nature of the demand and on the CBS:
• CBS Test Team when the request relates to Testing activities;
• CBS Technical Team when the request relates to environments, configuration or integration topics;
• CBS Business Team when the request relates to project details, ICD inquires or legal questions, CBS functionalities.
The candidate needs to have:
• Knowledge/Experience with Testing and ITSM tool (preferably with JIRA, Tosca, qTest, Rocket Chat).
• Good communication skills in English (Writing and Speaking)
