Troubleshooting of all incoming incidents (incidents, service request, complaints) under first level support conditions following IT Service Management Processes based on ITIL
Immediate support by phone and mail for user per defined service level agreements
Incident- and problem handling, fulfilment of standard changes and service request and appropriate documentation
Classification and assignment of tickets
Documentation of information provided by the user and documentation of solution activities, including improvement of knowledge base
Status monitoring of relevant incidents
Initiation of functional and hierarchical escalation
Obtain information and transfer information to second level support
Primary Contact-person for users
Monitoring all IT Services (such as Tickets/ emails/ Calls of all Incidents and SR)