ADMINISTRATOR L3
Core
Resolve priority incident tickets and service requests while contributing to incident analysis and change request preparation.
Role type
L3 Service Desk Administrator
Builds
Incident resolution logs, change requests, and service improvement plans
Domain
IT Operations / Service Management
Required skills
TIS Service Desk, Incident triage, SLA monitoring, Change request execution, Root cause analysis
Responsibilities
Perform initial triage for high priority incident tickets (P2) and resolve priority incident (P3) tickets within SLAs; Fulfill software/hardware/network service requests within agreed timelines; Monitor SLA timelines for high priority incident tickets and participate in service review meetings; Create and execute change requests with rollback plans; Analyze incidents to support root cause analysis and develop mitigation actions to reduce repeat incidents.
