Regional Executive

Record and classify received Incidents and undertake an immediate effort in order to resolve the issue.

Log all Incident/Service Request details, allocating categorization and prioritization Codes.

Keep users informed about their Incidents' status at agreed intervals

Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Provide first-line investigation and diagnosis of all Incidents and Service Requests

Verify resolution with users and resolve Incidents in Salesforce (CRM).

Escalate Major Incidents to the Level 2 support

Escalate Incidents at risk of breaching Service Level Agreement to the Level 2 support or manager.

Owns all Incidents and Service Requests throughout their lifecycle.