- Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
- Initiate management and technical escalations when required.
- Log all Incident details, allocating approved categorization and prioritization.
- Keep users informed about their IncidentsТ status at agreed intervals.
- Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
- Provide first-line investigation and diagnosis of all Incidents via major incident report.