Job Description:
• Provide direct IT support to the users to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.
• Performing onsite and remote troubleshooting through diagnostic techniques (log analysis) and pertinent questions
• Determining the best resolution / fix of the incidents and problems based on the issue and details provided by customers / users.
• Ensure conformance to relevant Service Level Agreements
• Lead and coordinate with the users / internal stakeholders / vendors through the problem-solving process
• Direct unresolved issues to the problem management process and ensure tracking until closure.
• Provide accurate information on GT and GDF products and service catalogs
• Record events and problems and their resolution in logs
• Follow-up and update incident, problems status and information
• Pass on any feedback or suggestions by all stakeholders to the appropriate internal GT and GDF teams
• Identify and suggest possible improvements on incident and problem management processes.
• Assist in generating periodic reports on Incidents and Problems.
Business capabilities
• 5+ years of experience in IT Service Desk management with a focus on Incident management in a large organization
• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases, log analysis and remote control
• Extensive knowledge of standard desktop applications and operation systems, especially regarding Microsoft office applications, adobe products, and windows operating systems.
• Good understanding of computer systems, mobile devices andother tech products
• Ability to diagnose and resolve technical issues
• Thorough understanding of ITIL or similar service delivery Systems
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