5. Ticket escalation to the next level of support
6. 1st line application support and diagnosis, assisting the client with L1 support
7. Respond quickly to all queries and incidents. Manage incidents, including via telephone, email
8. Documentation, recording & updating incident details in ticketing tool.
9. Monitoring & tracking, reviewing the progress of an incident and the keeping the customer informed.
10. Escalation of unresolved…