Service Control Desk (working with shifts)

The Service Control Desk (SCD) is responsible for the effective implementation of the Incident Management process. The SCD acts as a single point of contact throughout the incident lifecycle, operating in a 24/7 shift environment to support technical operations and customer service.

• Own and manage incidents throughout their lifecycle.
• Ensure incidents are resolved within the specified Service Level Agreements and Operational Level Agreements.
• Categorize, evaluate criticality, and process incidents based on Standard Operating Procedures.
• Create and document tickets, including troubleshooting steps and service restoration details.
• Monitor technical infrastructure and applications to detect issues early.
• Act as the single point of contact for incidents, ensuring clear and proactive communication via Email, Ticketing Systems, ecc
• 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.