Customer solution center rep 2 - technical

Core Responsibilities:

• First Point of Contact: As the first point of contact for end-users, ServiceDesk engineer is responsible for receiving, documenting, and prioritizing requests and incidents.
• Ticket Management: A ServiceDesk engineer is responsible for managing the ticket queue, ensuring that tickets are properly categorized, assigned, and tracked to resolution.
• Troubleshooting and Support: A ServiceDesk engineer is responsible for providing technical support to end-users, troubleshooting issues and resolving incidents within established service level agreements (SLAs).
• Communication and Customer Service: A ServiceDesk engineer is responsible for maintaining communication with end-users, providing updates on incident status and resolution and ensuring a high level of customer satisfaction is maintained.
• Knowledge Management: A ServiceDesk engineer is responsible for maintaining and updating a knowledge base of common issues and their solutions, to improve efficiency and reduce resolution time.
• Escalation Management: A ServiceDesk engineer is responsible for escalating incidents to appropriate levels of support when necessary and ensuring that escalation paths are clearly defined and followed.
• Monitoring and Reporting: A ServiceDesk engineer is responsible for monitoring the health of IT systems, alerting appropriate support teams to issues, and producing regular reports on incident trends and resolution times.
• Documentation and Process Improvement: A ServiceDesk engineer is responsible for documenting incident resolution procedures, identifying areas for process improvement, and contributing to the development and maintenance of IT service management (ITSM) processes and policies.

Other Mandatory Responsibilities:

Flexible to work in 24/7 rotational shifts to support End users and to monitor the health of IT Systems. Provide client IT support and technical issue resolution via E-Mail, phone and other electronic medium 24/7/365 days within agreed SLA and standards. Support Clients / Internal Server - Network Infrastructure and coordinate with Service Owners / vendors for issues resolution and reporting. Manage IT ServiceDesk tickets within SLA with minimal functional escalation. Assess recurring incidents and provide feedback on the accuracy of the Known Errors. Follow standard operating procedures (SOPs), Change Management Processes (CRP) and Problem Handling Procedures (PHP). Perform Windows (IT) / Core System operational tasks and report (E.g. Backups, Citrix, VMWare, Antivirus reports etc. Perform operational tasks and business processes with 100% quality. Maintain and manage checklists, standard reports etc. Provide out-of-hours support when required. Create, update document/procedures etc. Liaise with external suppliers / vendors. Liaise with internal customers. Undertake any other duties, commensurate with grade and job title requested by Line Manager or above. As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function. Maintain the company's compliance standards and ensure timely completion of all mandatory on-line training modules and attestations. Performs moderately complex and varied tasks. Guides and trains junior team members.

Experience Requirements:

Ready to work from office and rotational shift. Ready to work on weekends. Should not have stability issue. Experience of working in a Windows/Citrix and/or Applications service support role is essential.

Operating Systems:

Experience in supporting and troubleshooting various operating systems such as Windows & MacOS.

Software Applications:

Familiarity with a range of software applications including productivity tools (e.g. Microsoft Office Suite), email clients, and web browsers.

Remote Access:

Experience in remote access technologies such as Remote Desktop, Virtual Private Network (VPN), and Remote Assistance. Incident Management, Knowledge Management and Service Request fulfilment. Experience in working with BMC Remedy/Helix (user level) or an equivalent ITSM system is essential. ITIL best practices trained or certified.

Education & Experience Recommended:

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 4-6 years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications:

NA

Knowledge & Skills:

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers

Cross-Org Skills:

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope:

Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity:

Works on assignments that are moderately complex in nature and require intermediate problem resolution.

Disclaimer:

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.