Job Description
KEY RESPONSIBILITIES:
Operational Delivery
- Provide first response, initial triage and troubleshooting for all support items received through all channels - phone, email, ticket system/web portal, walk up - for on premise & remotely connected staff across all Global locations in line with defined service metrics, SLA’s and OLA’s.
- Provide 2nd level support, including deskside support and travel to regional locations as may be needed.
- Ensure tickets are created for all client contacts.
- Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests.
- Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority.
- As needed, escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
- Identify trends in incidents to support problem management. Record all outages within the ticketing system.
- Provide basic “how-to” training to end users.
- Seek approval to purchase, deploy or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as may be needed.
- Maintain accurate tracking and recovery of IT equipment.
- Escalate items to vendors under existing support contracts; track/document/escalate vendor compliance to existing SLOs.
· As assigned, author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies.
- Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
- Participate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight and on weekends.
- Closely adhere to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes.
- Additional duties as assigned by the Manager, Service Desk.
Provide an exceptional client experience
Deliver on our commitments
Build trust by thinking and acting with integrity
Create an environment that inspires innovation