Your Responsibilities
* Delivery of services in a rotational 24x7x365 shift working basis including Weekend and Night shift.
* To act as a single point of contact for phone calls, chat, portals, alerts and emails etc. regarding issues and queries
* Handling and resolving user reported issues or alerts promptly, ensuring minimal disruption to business operations
* Managing and fulfilling service requests, such as software installations, access permissions, and hardware/Software setup.
* Creating and maintaining documentation and Knowledge bases to streamline support processes and improve efficiency
* Ensure clear and effective communication with users, keeping them informed about the status of their issues and requests ensuring customer delight in all interaction
* Log all customer contacts in tool provided and take ownership of incidents to their desired conclusion
* Perform Quality analysis when required
* Escalating complex issues to appropriate support team when necessary, ensuring timely resolution.
* Coordinate end to end with various parties for ticket closure within SLA
* Pro-actively assist customers to avoid or reduce problem recurrence
* Act as the designated backup for Incident Manager when reasonably instructed to do so
* Responsible for troubleshooting IT related issues such as but not limited to software / applications to hardware, such as desktops, laptops, printers, and Phones of the accounts designated users
* Monitor alerts related to components of infrastructure
* Follow the process and procedures that are introduced but not limited to the above points.
* Closely monitor and meet ticket SLA targets
* Effective time / task management, as well as the ability to be flexible and creative on any given task
Your Profile
Essential skills/knowledge/experience
(Up to 10, Avoid repetition)
* Must be certified Security Cleared - Essential
* ITIL Foundation certified – Preferred
* Sound knowledge across ITSM tools, M365 applications, Active Directory, Entra ID, User Administration etc. – Preferred
Desirable skills/knowledge/experience
* Quantifiable experience of operating in a fast-paced, client facing environment - Essential
* Experience of troubleshooting IT related issues – Essential
* Constantly seeks to improve technical knowledge – Essential
* Excellent Interpersonal skills – Essential
* Possess excellent soft skills, verbal and written communication skills – Essential
* Multitasking skills and decent typing skills – Essential
* Ability to Improvise: Being able to think on your feet and adapt to unexpected situations is important
* Effective listening, problem Solving and analytical skills - Essential
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