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Call:0000
Email:info@stellerjobs.com
Source: LinkedIn
Private

Job Description

  • Answer all calls made to the Service Desk (split across the team)
  • Confirm customer details as per the information in ServiceNow and triage/resolve some Incidents and Service Requests according to pre-defined scripts
  • Escalate Incidents and Service Requests to 2nd Line support team
  • Provide an efficient, cost-effective and customer-focused support service
  • Contribute to service improvements and initiatives
  • Satisfy customers
  • Respond to and resolve pre-defined Incidents and Service Requests according to agreed processes and procedures
  • Able to perform basic operations support as per pre-defined scripts
  • Timely escalation to 2nd Line Support in line with SLAs and OLAs
  • Timely and appropriate escalation of issues to management
  • Communication with other Analysts to share knowledge, best practices and common problems
  • Consistent use of Knowledge Base to drive efficiency and operational improvements
  • Improvement of KPIs
  • Timely updates to users and other parties interested in progress and corrective

Requirements

  • Degree or equivalent in Information Technology
  • No job-specific experience is necessary; however, the following would be an advantage:
  • Experience working on a Service Desk
  • Experience working within an IT Department
  • Experience working with an industry-standard service management tool (ServiceNow preferable)
  • Experience in using a formal service management framework (ITIL)
  • Experience in Customer Service
  • Technical Knowledge required (3 or more of the following)
  • Office 365 E5 (PowerPoint, Word, Excel, Outlook, Exchange, Teams, SharePoint, Yammer, OneDrive, Intune)
  • Active Directory
  • Mobile device support and management
  • VPN client (Fortinet)
  • Printing
  • MFA – Microsoft authenticator
  • Enterprise vault
  • Adobe
  • Anti-virus
  • Line of business app – iTrent, COINS, igate(intranet), igms
  • Onboarding new users
  • Ability to think logically, analyse situations and problem solve
  • Analytical skills, being able to quickly acquire an understanding of a problem or situation and identify practical alternatives weighing up the benefits in order to recommend a solution
  • Appreciation and preferably working knowledge of the ITIL framework
  • Be able to work SL time frame between 11:30 AM to 10:30 PM

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