Service Control Desk (working with shifts)

The Service Control Desk is responsible for the effective implementation of the Incident Management process.

The role involves proactive communication, reporting, and ensuring that incidents are resolved within the agreed Key Performance Indicator targets.

• 24/7 Incident Management through a three-shift operation
• Act as the single point of contact for incidents, ensuring clear and proactive communication via Email, Ticketing Systems, Telephone, etc.
• Own and manage incidents throughout their lifecycle.
• Categorize, evaluate criticality, and process incidents based on Standard Operating Procedures.
• Manage escalation procedures, including de-escalation and coordination with incident solvers, external providers, and duty managers
• Monitor technical infrastructure and applications to detect issues early.
• Provide overarching support to customers by ensuring that the technical infrastructure and applications are continuously monitored and maintained.
• Work collaboratively to restore IT services promptly and maintain high levels of customer satisfaction.