Service Desk monitoring
Core
24x7 monitoring of server and device alerts in a Data Centre, triaging incidents, and managing service desk tickets for business users.
Role type
Service Desk Monitoring Team Member (NOC)
Builds
Incident response and service request resolution for business users
Domain
IT Operations / Network Monitoring
Deliverable
client delivery
Required skills
ITIL V3 foundation, incident triage, alert validation, ticket management, SLA adherence, incident reporting, bridge call initiation
Preferred skills
false alert registry management, daily/weekly/monthly report preparation
Technologies
ticketing tools, monitoring systems
Responsibilities
Monitor 24x7 alerts from servers and devices, validate and assign alerts to support teams, log and action service desk tickets, escalate priority P1/P2 tickets, prepare daily incident and service request reports, initiate bridge calls for critical issues, maintain false alert registry
Seniority
Mid-level, hands-on IC
