Productives and self learning.
Pros: no pros. advance to higher level is difficult.
Cons: no benefits and very stressful
• Logging all incident details with an average rate of 19 minutes per incident.
• Providing first line investigation and diagnosis, with a resolution rate of 96%.
• Escalating incidents / service requests a service desk cannot resolve themselves in the agreed timescale, minimizing downtime to end users
• Informing users about the progress by email,
– more... Office Communicator or by phone daily.
• Closing all resolved incidents, requests, and other calls
• Updating the CMS under the direction and approval of Configuration Management if so agreed.
• Black Berry, iPad, iPhone Support.
• Online technical support for hardware and software applications.
• Assist with software installation and repairs. – less