Provide Help Desk support services
in English.
Provide first call resolution
based on the SOP’s and knowledge base.
Leverage multiple communication
channels from authorized users, including voice, web (ITSM),
self-service, email and chat for accepting and resolving or routing Users’
tickets
Own all Help Desk resolvable
tickets until closure.
Document and maintain Standard
Operating Procedures (SOPs) for the help Desk resolvable tickets.
Review and approve SOPs to ensure
compliance to customer's policies, procedures and security standards. Create and
update knowledge articles for Help Desk related activities
Provide remote desktop
troubleshooting assistance for Incidents, Inquiries and Service Requests Route
Incidents or Service Requests to the appropriate Level 2 support teams, if not
resolvable at the Help Desk layer.
Contact appropriate Level 2 and
Level 3 support teams to obtain clarifications of Service Request information
for status and completion for all Help Desk resolvable tickets, manage and
track trouble tickets and Service Requests that involve multiple third parties
(e.g., vendors, service providers) and collaborate with designated third
parties for resolution and closure.
Provide expert functional and
process “how to” assistance for non-business client applications (e.g.,
Outlook, MS Office, Active Directory) and escalate to Level 2 or 3 teams as
required.
Escalate Incidents and Service
Requests in accordance with applicable SOPs and Incident management and
escalation procedures.
Provide notification to end users
for relevant planned events and changes. Take necessary approvals for any scheduled downtime, significant
upgrades, and other changes to environments.
Maintain calendar for all planned
events and relevant changes.
Provide escalation contact
list(s).
Maintain contact list(s) for all
End User Computing services related third parties.
Log all tickets with requirement
description in the ITSM system and categorize as Inquiry, Incident or Service
Request.
Categorize and prioritize
Incidents and Service Requests and follow the respective SOPs for first level
resolution.
Query and/or validate the end-user
for all relevant information concerning the Inquiry, Incident or Service
Request; including, but not limited to, endures name, end-user
location/department, end-user phone number, inquiry, and severity, expected
time of end-user call back from Help Desk
Validate if an open ticket already
exists before opening a new ticket.
Adhere to response and resolution
targets for Incidents and Service Requests as defined in the SOW.
Log and redirect to appropriate
parties the non-Help Desk resolvable Incidents and Service Requests Develop and
provide procedures to receive and respond to Incidents and Service Requests
according to defined prioritization and resolution targets
Monitor Incidents and Service
Requests and escalate per policies and procedures until resolution.
Identify recurring Incidents and
notify Incident or problem management team for root cause analysis.
Escalate Incidents and Service
Requests in accordance with Incident management and escalation procedures.
Provide status and updates to the
program management team on Service Requests and Incidents in accordance with
SOPs.
Re-open Service Request or
Incident if end-user indicates that the inquiry was not satisfactorily
resolved.
Resolve Incidents and diagnose
underlying problems using remote control tools, and when possible implement
corrective actions to resolve Incidents. If remote resolution is not possible,
escalate to field services team or third-party resolver group.
Utilize remote control tools to
manage and troubleshoot PC systems and software.
Coordinate with other resolver
groups, as needed, for EUC device related issue resolution.
Provide a single point of contact
for all Help Desk related issues, reporting and escalation requirement. Utilize
and maintain a customer satisfaction program using ITSM system for
tracking the quality-of-service delivery to end-users.
Approve customer satisfaction
program procedures and metrics.
Provide detailed, accurate, timely reporting and analysis of customer satisfaction surveys .
Perform analysis of user feedback
to identify requirements for Help desk agent training or retraining. Perform
quality assurance review of handled Incidents and Service Requests for
adherence to procedures and policies.
Proactively work with operational
and technical staff to identify solutions that minimize the need to
call the Help Desk (e.g., additional end-user training, self-help support
services opportunities, and root cause analysis services).
Assist in implementing solutions
or resolution documentation for recurring problems, as identified by trend
analysis
Provide Monthly/Weekly SLA quality
reviews, service level reporting, continuous improvement reporting, etc.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.