Description

Key Skills: Active Directory, VPN, Incident Management, Ticketing Systems, Desktop Support, SQL, Customer Service, Problem Solving, Communication, Analytical Skills

Good to Have Skills: Data Studio knowledge, Oracle, Connex, FTP processing, Smart Vault, Rapid Response, Report writing abilities, Call center experience, Hardware and software evaluation experience

Roles & Responsibilities:

• Provide basic and Level I support to all IT Groups and external customers in shift-based environment
• Route and reassign tickets to appropriate groups for level II activities after proper analysis
• Apply sufficient analysis after gathering required information from requesters before routing tickets
• Judge and prioritize issues while contacting Decision support when needed for escalations
• Follow up on high priority issues and ensure assignees update Corrective Action Plans
• Maintain high level of patience and deal with users with correct professional attitude
• Manage user accounts and troubleshoot desktop and browser related technical issues effectively
• Coordinate with different support groups during incident management and resolution processes
• Educate users on system outages or emergencies created in Change Control Notifications
• Handle user queries and support activities while providing shift cover including weekends
• Provide accurate and creative solutions to user problems to ensure optimal productivity
• Process Smart Vault, Rapid Response, Oracle, Connex and FTP requests efficiently
• Facilitate user account support for employee onboarding and offboarding processes as required
• Log tickets, track progress, update status and close tickets according to established procedures
• Maintain IT tickets within their SLA expectations and answer service requests promptly
• Prepare accurate and timely reports while managing and prioritizing the requests queue

Experience Required: Experience or exposure in service handling or customer handling with prior call center experience preferred

Education: University Degree - Engineering/Science/Arts Graduates with interest in working in support environment

Key Skills

Education

Any Graduate