We are supporting the Global Trade products for an international bank worldwide. The products are mission critical applications and adequate resources need to be assigned to support them. The structure consists of two levels. The First Level support is the initiating point of problem (helpdesk) reporting. Initial screening will indicate if the reported problem is of an operational nature and can be addressed within operations. Otherwise the problems will be considered application systems or IT based and is directed to Second Level Support for investigation and resolution.

• Respond to phone calls and Lotus Notes mails promptly from users (maximum response time of 10 minutes)
• Monitor and communicate with operational staff to ensure that applications are operational at all times (i.e.99% up-time) except for scheduled maintenance
• Interact and follow-up pro-actively with users in updating the status of problems reported
• Track and maintain up-to-date problem log
• Log statistical data to assist in problem resolution and research