Application Developer

Evaluate current staffing levels and identify gaps to determine the best shift structure for 7x24x365 operational coverage multiple domestic shifts Handle service calls andor emails by acknowledging and prioritizing the call setting the end user???s expectations and owning the call until closed canceled or reassigned to another group as defined by this document and the related service level agreement which may change from time to time as mutually agreed by the parties Collect track and manage Service Requests and Service Incidents received over the phone by the Service Desk Provide SPOC callin access via a tollfree number for all Service Desk Services described in this SOW for all Client IT Service Towers and Client Sites Categorize prioritize and log all tickets for eg inquiriesService Requests in the Service Desk Incident system Receive track answer and resolve or monitor to closure EndUser and technical staff calls Troubleshoot Incidents using the Service Provider knowledge databases andor ThirdParty knowledge databases Minimum 3 year(s) of experience is required