Description: * Education: Completed or ongoing higher education (courses related to IT); * Higher education in technology preferred (completed or ongoing); * ITIL v3 or higher certification or course desirable; * 12x36 Service Desk support to users via phone, e\-mail, chat and/or portal; * Escalate requests to teams: Field Service, Infrastructure, and Systems (if not relevant for Service Desk); * Responsible for unavailability incidents and critical incidents escalated by the client; * Monitor resolution progress with responsible parties until closure of unavailability incidents; * Send service unavailability notifications for critical services within 15 minutes after alert from Datacenter or user (via tickets), indicating impacted service, time, and responsible party; * Send update and service restoration notifications for critical services, including downtime period and reported cause; * Monitor generated impacts (call volume, ticket volume, downtime duration) for consolidation into reports. * Configure voice messages in the IVR system for incidents affecting critical services and/or impacting a group of users. * Monitor critical incident crisis management.