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    Technical Specialist - Madrid, España - Sdi Digital Group

    Sdi Digital Group
    Sdi Digital Group Madrid, España

    hace 3 días

    SDi Digital Group background
    Descripción

    Key Roles and Responsibilities :
    Maintains the support process and ensures that requests for support are handled according to the proceduresIdentify and resolve problems following agreed proceduresCarry out agreed maintenance tasksEnsures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when requiredPerform defined tasks to monitor service delivery against service level agreements and maintains records of relevant informationAnalyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service,and initiates or reports these actionsPrioritise and diagnose incidents according to agreed proceduresInvestigate causes of incidents and seeks resolutionEscalate unresolved incidents and follow up until incident is resolvedProvide service recovery, following resolution of incidentsDocument and close resolved incidents according to agreed proceduresMaintain secure, accurate, complete, and current configuration on configuration items (CIs)Apply tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate useRemotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measuresMaintain knowledge of specific specialisms, provides detailed advice regarding their applicationEnsure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team membersProvide continuous feedback to clients and affected parties and update all systems,portals and ticketing tools as prescribed by NTT standard operating procedures #J-18808-Ljbffr
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