Vacancy Description
Primary Roles & Responsibilities
+ Act as the initial point of contact for clients requiring support for airport systems, applications, and infrastructure provided by multiple suppliers.
+ Log, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes, with strong attention to operational impact.
+ Perform first-level troubleshooting and resolution; escalating incidents and requests to Tier 2 support or to external suppliers following documented procedures.
+ Coordinate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within agreed contractual SLAs.
+ Monitor service desk tickets and ensure timely updates and closure for all assigned cases.
+ Document all actions taken, resolution details, and supplier interactions to maintain accurate records and knowledge sharing.
+ Support Problem Management efforts by iden...
+ Act as the initial point of contact for clients requiring support for airport systems, applications, and infrastructure provided by multiple suppliers.
+ Log, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes, with strong attention to operational impact.
+ Perform first-level troubleshooting and resolution; escalating incidents and requests to Tier 2 support or to external suppliers following documented procedures.
+ Coordinate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within agreed contractual SLAs.
+ Monitor service desk tickets and ensure timely updates and closure for all assigned cases.
+ Document all actions taken, resolution details, and supplier interactions to maintain accurate records and knowledge sharing.
+ Support Problem Management efforts by iden...
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