Diary of an ISUMO Support Engineer, Day 5

Day 5: Service desk.

A key area of my responsibility, is to monitor the our service desk ticketing platform. Tickets will be automatically generated following alerts from our monitoring system and it is also there for our clients to raise any support tickets or change requests they may have. This means we can respond quickly and effectively with the right level of expertise for any individual issue. Maintenance tickets, for example, I manage directly. Others which are more complex, I direct to one of our more senior technicians.

The ticketing system allows for high priority through to routine requests in one centralised system.

Tickets have been quiet today, so I’m also able to start planning for next week. Two more installs and a visit with John and one of our Senior Network Engineers to assist with an audit for a new customer.

Looks like it’s going to be another full week!

2400 1600 ISUMO
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