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Sevice Desk - Process (Team (2 nd Line (HW, SW, Application Engineer), 3…
Sevice Desk - Process
Team
1 st Line
Service Desk Engineer
2 nd Line
HW
SW
Application Engineer
3 rd Line
Protocol Team
Conneo Team
Tickets
Internal
Incident
Request
External
Incident
Request
Flow
Status
New
Acivate and Categorise
Possible to reproduce
How long it takes
Incident
Validate Metrics
SLA Managaer(Sergiu Bogdan)
Provide Data
Responsible
Darius Teodorescu
Customers
Internal
R&D
S&D
Sales
External
Migros
EOn
Brussels Airport
Migros