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- Resolve incidents and request calls routed to any of the Service Desk call queues in accordance with customer SLAs.
- Resolve incidents and requests via customer emails using ServiceNow and other customer ticketing system in accordance with resolution SLAs.
- Accurately update and resolve incident tickets and requests in accordance with Service Desk policies and procedures.
- Escalate critical issues immediately to management.
- Escalate non-resolved incidents to management prior to SLAs expirations.
- Continuously evaluate urgency/impact and escalate calls to management as appropriate.
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