Responsibilities

• Receive contact from customer
• Collect basic contact information
• Collect request information from customer
• Analyze request information
• Transfer contacts to external incidents if appropriate
• Open new or update existing request tickets
• Verify customer and basic information and update user profile information, as required
• Identify request type (e.g. request for service, request for information, incident etc.)
• Gather the appropriate information for the type of request
• Assess impact and urgency of requests
• Identify appropriate assignment (includes linking to existing problems or requests, if applicable)
• Resolve request
• Assign unresolved requests to the appropriate Subject Matter Expert/Service Owner
• Inform the customer/user of the status of an existing request, upon request
• Confirm request status and resolution with customer
• Determine customer satisfaction with request handling
• Update and close request ticket
• Close incidents with customer agreement
• Initiate escalations