Objectives and Deliverables

• Handles incidents escalated by the Assistance Front Office (Level 1) related to the User Technical Workplace Environment (incident types concerned: security, messaging, office tools, operating systems, printing, remote connections, smartphones, mobile devices, etc.; purely business applications are excluded).

• Implements corrective actions to ensure the availability of users’ IT workstations.

• Anticipates the changes introduced by technical projects and their impact on support activities.

• Provides support to user support agents (technical assistance, skills development).

• Analyzes and resolves incidents within their area of expertise, or escalates them to higher support levels while complying with defined OLA and SLA agreements.

• Opens problem records for incident escalation and resolution.

• Monitors production incidents.<...