Monitoring and tracking service requests, including problems reported by the Users
Classification of problems and provision of initial support: prioritize issues based on scope, impact and urgency on businessutilise the Purchaser’s communications plan
keep the Service Desk Specialists providing Onsite Services advised of problem trends and systems which appear to be unavailable help to identify problems by logging all problems and assign to both the Purchaser’s internal subject matter experts and relevant external vendors of the Purchaser
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