Principal Duties and Responsibilities
- Receives and handles colleague requests for support or fulfillment through inbound interactions such as calls, chat, service tickets, etc following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls/tickets as appropriate. Maintains records and advises relevant persons of actions taken. ● Under direct supervision manages daily support incidents in line with documented guidelines and procedures ● Attends team operational meetings and training to remain current with system and process changes as they occur. ● Utilizing system knowledge documentation and following agreed procedures, provides instruction and best practice to users on systems, products and services. ● Organizes and presents sound information and advice on issues such as licensing of software, and legal obligations such as compliance with the Data Protection Act. ● Ensures that all requests from users for assistance are handled promptly and effectively such that agreed service levels are met; is proactive to ensure that users receive appropriate personal advice and guidance, and make effective use of the facilities available to them. ● Responsible for following all ITGC/security policies as they relate to accessing and providing access to systems and applications. The colleague will also provide knowledge to colleagues to ensure said access is used in a compliant and secure manner
Required Experience
- This is an entry level position; 0-3 years of experience required ● Working in a Service Desk providing support to a complex customer base ● Diagnosing and resolving complex IT-related support requests (hardware, software, and applications
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