DUTIES AND RESPONSIBILITIES
Service Desk and Support
• Provides direct first level of support via telephone, email, web or any other means,
such as:
• Answering RFIs
• App navigation
• Onsite and remote assistance
• Initial troubleshooting using the KB as reference
• Password resets and ticket routing
• Escalation to Level 2, 3 and principal when needed
• Monitors premium hours spent/ renewal of managed support and services.
• Receives, logs and updates incident reports and service requests; reports
recurrence of incidents of the same nature.
• Tracks follow-ups and service deliveries of logged requests.
• Configures and maintains of service desk system; provides access management.
• Coordinates with principal partners and Technical Managers for L3 and L4
technical support and management of incidents.
• Interprets schematics to determine the best solution to incidents and requests for
change.
SKILLS
• Oral Expression — Talking to others to convey information effectively.
• Oral Comprehension - ability to listen and understand information and ideas
presented through spoken words.
• Active Listening — Giving full attention to what other people are saying, taking
time to understand the points being made, asking questions as appropriate, and
not interrupting at inappropriate times.
• Critical Thinking — Using logic and reasoning to identify the strengths and
weaknesses of alternative solutions, conclusions or approaches to problems.
• Written Expression — Communicating effectively in writing as appropriate for the
needs of the audience.
• Service Orientation — Actively looking for ways to help people.
• Active Learning — Understanding the implications of new information for both
current and future problem-solving and decision-making.
• Coordination and Collaboration — adjusting actions in relation to others'
actions.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or
organizations to make improvements or take corrective action.
• Time Management — Managing one's own time and the time of others.
Ability to
hit deadlines and finish projects based on committed timeline.
EDUCATIONAL BACKGROUND
• Must have a degree in Engineering or any Computer Science-related courses
PREVIOUS WORK EXPERIENCE
• Must have at one (2-3) of experience in a similar position, working for an IT services
and solutions company