Mô tả công việc

-Identifying the need for a change request to resolve the problem
-Performing problem determination
-Performing root cause analysis
-Executing a workaround, if applicable
-Executing a resolution, if applicable
-Updating the problem reporting system with the root cause, and permanent resolution information
-Updating the closure portion of the ticket, ensuring the cause code reflects the actual cause of the problem, and all documentation is complete
-Providing effective resolution to the problem in accordance with the priority service level
-Installing a permanent fix for the problem
-Identifying resolved problems as candidates for inclusion in the Known Error Database