About this role
Incident & Request Management
- Act as the first point of escalation for L1 analysts and take ownership of aged or complex incidents to drive faster resolution.
- Handle and resolve technically advanced incidents and service requests , ensuring minimal business impact.
- Escalate incidents or service requests to Leads or SME teams when required permissions or expertise is lacking .
- Apply a solid understanding of the customer's business needs to ensure effective incident triaging and prioritization .
- Microsoft 365 / Office 365 Certifications (e.g., MS-900, MS-203, MS-700, MS-720).
- Microsoft Exchange Certifications .
- ITIL Foundation Certification (preferred).