Act as the initial point of contact for clients requiring support for airport systems, applications, and infrastructure provided by multiple suppliers.
Log, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes, with strong attention to operational impact.
Perform first-level troubleshooting and resolution; escalating incidents and requests to Tier 2 support or to external suppliers following documented procedures.
Coordinate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within agreed contractual SLAs.
Monitor service desk tickets and ensure timely updates and closure for all assigned cases.
Document all actions taken, resolution details, and supplier interactions to maintain accurate records and knowledge sharing.
Support Problem Management efforts by identifying recurring issues, ...