Answer calls and Service Requests from end users and track status and progress to resolution
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the CITI End User for all relevant information concerning the call made or issue reported by the CITI End User
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Novartis escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database