Receive incident reports and Service requests from Users via telephone, SAHAB
or email
Perform incident classification, prioritization, and correlation with other reported incidents and matching against known errors
Record all required incident details on the incident management system
Link the incident record to the User ID and configurations
First level support to attempt to resolve the incident, use remote control if necessary for incident resolution
If the incident requires escalation to level 3 support, the helpdesk staff creates a work order on Service Desk and assigns it to the appropriate level 3 Support group.
Track the incident until closure and keep the User up to date with the incident status
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