The production support specialist with record, track, resolve, and report on production incidents and user issues.Specific job responsibilities include the following:
- Perform analysis on incoming incidents, triage issues, and ensure assignment to proper resources.
- Develop reports on helpdesk activities to support tracking against SLAs.
- Perform tier-2 helpdesk duties, including analysis and resolutions for technical and use issues.
- Perform root causes analysis and maintain updates within the ticketing system (ServiceNow).
- Documents helpdesk processes and procedures.