Implementing ITIL (Information Technology Infrastructure Library) best practices for incident, problem, and change management processes. Establishing a centralized service desk platform for logging, tracking, and prioritizing support tickets and service requests. Implementing escalation procedures and SLA (Service Level Agreement) management for timely resolution of critical incidents and service disruptions. Providing tiered support levels (Tier 1, Tier 2, Tier 3) with specialized expertise in networking, systems, applications, and security. Offering remote assistance and troubleshooting via remote desktop tools such as TeamViewer, AnyDesk, or Remote Desktop Protocol (RDP).
Implementing proactive monitoring and alerting systems to detect performance degradation and service interruptions. Utilizing event correlation and root cause analysis tools to identify underlying issues and automate incident resolution. Integrating with ITSM (IT Service Management) platforms such as ServiceNow or JIRA for seamless ticketing and workflow management. Providing real-time status updates and incident notifications via email, SMS, or push notifications to stakeholders and clients. Conducting post-incident reviews and analysis to identify opportunities for process improvement and service optimization.