LOCATION: Basingstoke BSN01 & (BCP Alternate BRA07)
2nd Line Resolver Group 24/7 365 days(Shift working). The Individual shall augment the existing Shared Service Desk to provide support on a 24/7 Shift Pattern.
Event Management - Monitor Notifications and Events generated by automated systems and act as required when particular events/notifications occur.
Incident Management - The Shift shall be responsible for all incidents logging, triage and assignment on both the DNS Microsoft System Centre Service Manager Toolset and the ServiceNow Toolset. All incidents support shall be Reported, Recorded, Routed and Managed through the SPOC.
For the purpose of the Service Will receive incidents/faults from other RG support (Official Sensitive) manage the resolution, keeping the Service Desk record updated in accordance with agreed Work Instructions.
Will receive incidents/faults from 3rd Line support, pass the details to 3rd parties, manage the Incident to resolution in conjunction with the 3rd parties, keeping the Service Desk record in both Toolsets updated in accordance with agreed WI
Request Fulfilment - Will receive and fulfil simple Service Requests based on the defined Service Catalogue including add, change or remove access to Production or Pre-Production.