Klaudia Wieczorek

- opening, updating the Incident Record to reflect the current status of the Incident,
- assigning the Incident to an Incident Resolver, closing the Incident Record.
- determining business and technical impact and identifying priority of the Incident
- monitoring Incident queues to provide resolution for Incidents within committed service levels, reprioritizing, reassigning and escalating as necessary. Identifying actions & assigning the actions to appropriate groups/people
- coordinating work of incident analysts on Incident record
- classifying an Incident as a critical business impact and invoke Major Incident activities
- following defined escalation path when needed, as defined in the escalation policy
- acting as focal for process, communicating with customer, service providers and management
- participating in Major Incident reviews and validation meetings with customer
- providing KPI measurements and reports for Incident Management which are reported as part of Service Level Management reports
- liaise between (Major) Incident Management and Service Delivery Management to provide KPI reports
- process improvement and alignment/process documentation: Flow management, Complaints, Tracking of P3 incidents, SLA reporting.
- Major Incident process improvement : defining time to resolution and impact time framework, initiating Major incidents review meetings with Major Incident Managers) to verify and adapt incident record documentation expected to be done by Major Incident Manager
- working with other processes to implement the workaround or resolution for the Incident, for example, Change / Problem.
- participating in Transition and Transformation activities: liaise with reporting team and responsible for providing and reviewing Incident Management KPI requirements and reports criteria. Responsible for performing tests in new user tool UAT environment: SCCD/MAXIMO

- first point of contact with the client
- handling incidents and high priority incidents according to the procedures
- undertaking initial diagnostics of the incident
- accurately recording and classifying all incoming incidents with appropriate priority, category and incident summary details : EARS / ITSM
- applying technical knowledge to meet resolution targets : Windows Xp, MS Office, mailbox, Citrix, Active Directory, AS400, web applications, printers, network, share drives
- building and managing working relationships with customers and suppliers
- providing training to new agents related to work on first line : training areas : Windows EARS / ITSM, MS Office, printers, network, customer care
- preparing a team brief
- creating the procedures
- testing the applications
- system management software ( LANDesk)