Address
Form of workJob Description
Job Description:
Responsibilities and Powers:
Responsibilities and Powers:
- Work within the guidelines and routines defined for the product or assignment.
- Work to ensure relevant KPI/PIs goals for the team they are working with are met for the product or assignment.
- Provide the end user the support that is agreed upon.
- Provide information to end users in the event of operational disturbances.
- Act as action owner of the cases or orders they are assigned to.
- Determine and assign correct priority on created or received cases and act according to given instructions.
- Escalate cases to other support functions when necessary.
- Perform incident resolutions and request fulfilments.
- Contribute to the identification and escalation of problems in supported services and solutions.
- Contribute to knowledge management and the documentation of errors and known work arounds.
- Follow the requirements concerning Information Security described in Policy.
- Utilize and contribute to the Knowledge Management System.
- Support 2nd and 3rd line teams with problem identification and resolution as required.
- Act as dispatcher of incoming tasks.
- Ensure correct use of applicable security policies and raise security issues where discovered.
- Drive the identification and escalation of problems in supported services and solutions.
- Drive knowledge management and the documentation of errors and known work arounds.
- Contribute to discussions on methods to improve team efficiency and delivery quality.
- Drive methods to improve team efficiency and delivery quality.
- Participate in development of new operation techniques and contribute to designing solutions in support.
- Coordinate and secure specialized training for specific support tasks requiring unique knowledge.
- Collect measurement data (resolution time, work effort and others) as assigned by management.
- Completes assignments without direct supervision and good team player.
- Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals.
- Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity.
- Experience with an enterprise level ticketing system - ServiceNow experience is a plus.
- Treatment of tickets and requests from end-users for all Deskside related support.
- Handling end-user hardware request including coordination of, and delivery and pick-up.
- Deploy/return/retire equipment (laptops, ...) in IT Equipment.
- RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, ...) with supplier.
- Handling mobile telephony related requests.
- Diagnosing and resolving issues at the IT Service Spot.
- Roll-out and coordination of the fleet replacement (laptop, desktop).
