Impressive Communications is an IT System Integrator that delivers results-driven solutions to businesses. We work closely with
customers to understand their digitalisation needs and help them achieve their business goals through effective requirement
gathering and project delivery strategies.
What You’ll Do
Incident Management
Responsible to provide first line support regarding incidents
Obtains necessary information from users when they are requesting support, and categories the Incidents by priority and service properly Responds and resolves to incidents logged within SLA targets
Ensures that unresolved Incidents are escalated to the correct L 2 /Field Support group for resolution Participates in service improvement initiatives Coordinates with other Service Operations teams when required
Generates pending incident report, prioritize and drive them to closure
Attends to customer escalations
Submits reports to the Incident Request Fulfilment Manager for review
Provide input to the Knowledge Management team for new resolved incident
Request Fulfillment
Responsible to ensure work orders are fulfilled within the SLA targets
Obtains the necessary information from users when they are requesting services and registers this information in MySSC
Follow up on SRs that are pending and ensure that they are completed by the assignee within the SLA
Ensures all activities during the SR lifecycle are documented in MySSC
Monitors the SRs on a daily basis and ensure resolution within SLA targets
