Position Summary :
Responsible for the delivery of IT service desk and associated support services for the user community across North America & Philippines.
Methods of delivery will include in via telephone, email and remote users.
Overall Responsibilities :
This position may not include all of the listed duties, nor do all of the listed examples include all tasks, which may be found in this classification.)
Acts as the initial point of contact for phone calls, ticketing and emails from internal staff and clientregarding IT issues and request
Receiving, logging and managing calls from internal staff via telephone, ticket and email
First line support - troubleshooting of IT related problems of software , hardware Laptops, PCs and Printers
Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) periods, meeting or exceeding user’s requirements and expectations.
Effectively manage Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL principles.
Troubleshoot basic network issues
Take ownership of user problems, High Severity Issues / Outages and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s
Escalate unresolved request / incident to the infrastructure support team and back end team
Windows AD / network collaboration, Management of access management across domains / organizational systems and reconciliation
Communicate progress and follow up in a timely manner to the Operations and responsible support groups
Requesting RCA / RFO from the responsible support group
RSA VPN basic access management and support
Updating Role Matrix Tracker and access management tracker on time
Sending Daily reports on open tickets and End of Day Report
Publishing support documentation to assist staff with requests for information & provide staff training if required
Job Requirements :
An ITIL qualification is preferable but not essential
MCP certification would be desirable
College / Associates Degree or Bachelor’s Degree in related field
Minimum of 2 years of experience in a technical support environment or similar role
Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction
Excellent and effective communication and presentation skills - written, verbal and telephone manner
Excellent organizational skills
Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions.
Experience in Windows 7 and above Operating System and basic AD / GPO management.
Incident Management experience Managing incidents including business expectations and communication
Diagnostic and analytical skills for software and general application knowledge
Basic User & Security Group Active Directory administration
Strong knowledge of various OS and software such as Windows 7, Windows 10, MS Office Suite (Word, Excel, PowerPoint, Visio, Access & Project)
Sound knowledge of Microsoft Office products and experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)
Basic to intermediate computer abilities with the understanding of terminology and functionality.
Basic Experience with VOIP applications and working experience, Cisco IPCC, CM, AVAYA or ASPECT
Experience with network monitoring tools like Solar winds.
Ability to multitask - Sense of urgency; maintain a positive attitude
Physical Demands & Work Environment :
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand / eye coordination.
The employee regularly sits for long period.The employee is occasionally required to stand, walk, and reach with hands and arms.
The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator.
Employee will regularly use a computer for extended period. The employee must occasionally lift and / or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Standard General Security Roles and Responsibilities
Understand and adhere to policies, guidelines and procedures pertaining to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
Undertake periodic information security, safety and business continuity training and other such training prescribed for the group in a timely manner.
Enforce information security policies and initiatives within operational scope
Participate in incident response, safety and business continuity plan tests and drills whenever required.
Perform the Checker function by ensuring regular floor walks and other checks happen to ensure that operational security requirements are met with at all times.
Proactively report actual or suspected vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
Ensure timely closure of security incidents within the team.