Service Desk

1.1. Profile

Role owner requirements and specifications

· Experience of supporting Windows (Win7, Win10)

· Experience of customer service/support by phone, chat and email

· Experience of ITSM tools ticket system e.g. Service Now

· Be fluent in the languages supported by the analyst, spoken and written

· Have a positive attitude

· Have a responsible personality

· Have a sense of responsibility

· Excellent interpersonal skills

· Be service minded

· Be a Team player

· Able to work in shift 24/7 (if you is on a 24/ roster)

Meritorious knowledge:

· Experience of User access management (Active Directory)

o user account and password management

· Knowledge on Server, Network, storage and other IT Infrastructure devices

· VPN knowledge (Wi-Fi) and remote dial in users

· Knowledge of Remote tool – SCCM

· Knowledge on MS office suit / O365/Teams

1.2. Individual responsibilities

· Ensure high availability on phone.

· Have high readiness for incoming calls.

· Handle calls and tickets as defined in processes.

· Ensure Service Desk SLA’s and KPI’s are met.

· Ensure that defined individual goals are met.

· Ensure that routines and process are followed.

· Ensure quality on work performed.

· Have an open-minded approach and be receptive towards educations.

· Contribute to a good team spirit.

· Actively ensure that tickets are handled in a satisfactory manner.

1.3. Job description

1.3.1. Phone/Mail/Chat/Web

· Handle incoming support calls/Mail/Chat/Web tickets from customer users (within SLA).

1.3.2. Support

· Log/update tickets for incoming calls.

· Handle tickets as defined in Supporting procedures/processes and Knowledge Base.

· Log and categorize tickets in Service Now ticket management system.

· Technical troubleshooting of computers, printers, network etc.

· Troubleshooting of systems and applications.

· Handle order requests from customer user (permissions, hardware, software etc.)

· Answer questions from customer users as defined in scope.

· Guide customer users in supported systems and applications.

· Transfer tickets to 2nd line/third party as defined in processes.

· Work according to ITIL v3, Incident Management, Problem Management etc.

1.3.3. Education and quality

· Participate in on-going training and departmental development

· Attend mandatory training

· Attend educations proposed by Manager, Education Responsible and/or Quality Coach.

· Actively perform and improve on feedback given by Manager/Team Lead and/or Quality Coach.

Job type: Permanent Division: eTeam Workforce Limited Reference: 22-04812