Logging all relevant incidents/service request details allocating categorization and priorization codes; Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them; Escalating incidents or services requests that cannot resolve/fulfil to other support agents in the same support group or to different support groups; Record and update information in knowledge database; Monitoring progress of incident resolution relative to the appropriate SLA; Keeping customers informed on incident status and progress; Managing the incident life-cycle, including closure and verification; Closing incidents and confirmation with the customer; Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. Capgemini Group is a global leader diverse collective of more than 350,000 strategic and technological experts based across more than 50 countries, partnering with world-renowned clients to transform and manage their businesses.