Ronnel John Jubac

• Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.

• Creating incidents and service requests on behalf of customers.

• Re-categorizing incidents by service and category. • Setting the priority for resolving incidents based on impact and urgency.

• Investigating and diagnosing incidents and researching solutions.

• Managing service requests to make sure that they are not breached. • Providing status on service request to customers.

• Updating service requests.

• Working on incident and service request tasks.

• Escalating incidents and service requests to the next level of support if necessary.

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.