Take ownership for all tasks assigned, from the point they are assigned until agreement is reached, ensuring completion and bringing tasks to a logical closure
Communicate and report proactively with colleagues, leadership and others in the organization by using appropriate means of communication
Focus on time management by timely and quick completion of all allotted tasks; quick response to all communications; attendance in all meetings and appointments before the scheduled start time
Focus on self-development (for both technical and soft skills) by taking initiatives and leveraging the multiple platforms and opportunities at disposal and should be able to demonstrate continuous improvement.
Be the primary technical interface to customer and me their SLA expectation
Be able to handle and close 90% of all inciden
Support / create automation to remove repetitive low value tasks
Achieve target objective for first time fix of all technology demand
Troubleshoot, technical actions and technical assistance for:
Response to all user demand, by portal, phone or email
Provide 1st line issue resolution for incidents that do not need engineering consideration
Simple “bre
Proactive triage (trend changes, thresholding)
Tier 1 incident respon across all capabilities with escalation to TechOps or Security Ops
Investigation and diagnosis, then solving (where possible) or escalati changes to the TechOps or Security Ops section
New service requests
Provide advanced troubleshooting and resolution for:
Device upgrades
End user software, hardware
Solving user profile issues
Responsible for patching of all front-end systems
Responsible for creating shared drives and manage tech. escalations
Responsible for granting permission for folder access and manage tech. escalations
Responsible for granting access to applications and manage tech. escalations
Responsible for resolving issues during file transfer for users and manage tech. escalations
Responsible for managing technology tools and manage tech. escalations
Build an internal solution knowledge base with technical documentation, manuals and IT policies for h area of expertise
Coordinate with the third-party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same and manage tech. escalations
Develop periodic Service Desk reports on issue trends and statistics for h area of responsibility
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