- Liaise with all problem resolution groups to reduce the impact of incidents and problems and to prevent recurrence of incidents.
- Close of all problem records formally once the problem report (RCA) has been completed and distributed to stakeholders
- Facilitate, document and the follow-up on all activities relating to problem investigation and review.
- Analyse historical data to identify and eliminate potential incidents before they occur.
- Identify the underlying causes of incidents and preventing recurrences.
- Facilitate the development of workarounds or other solutions to incidents.
- Resolve all critical events generated and/or reported to the Service Desk.
- Capture and channel the energy of individuals’ personal strategies for exploiting Information technology, aligned and backed by a corporate purpose to maximize total value, innovate, constrain overall cost and mitigate risk.
- Enhance TAT via consistent training and effective process improvement through workflow system automation.
Method of Application
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