Job Summary Manage request tickets from cradle to grave ensuring the logical access being appropriately provisioned at User level and resolution is achieved within the documented service levels.
Provisioning logical access permissions as per approved level of access. User Administration - Active Directory, Skype For Business, Recording Platform, Collection Systems etc.
Providing 1st level of support on the Web Proxy. Restricting URL access on the Proxy Gateways. Web Proxy Administration's McAfee Web Gateway & Websense Web Gateways
Provide first call resolution or facilitate resolution to issues by engaging the appropriate parties
Duties / Responsibilities Facilitate escalation for unresolved issues approaching or surpassing the allowable service level
Collect and consolidate required information from reporting parties into ticketing system.
Performs other related duties and assignments as required and as assigned by supervisor or manager
Qualifications : College degree or technical training is must.
Knowledge & working experience on Active Directory
Proficient with Microsoft Office tools
Should have both an interest in the IT industry and technical aptitude
Must have exceptional verbal and customer service skills
Must have excellent writing skills
Must have the ability to multi-task and prioritize
Must be able to perform duties with minimal supervision
Experience with Teleperformance is preferred
Experience on Web gateways is preferred