Responsible for the delivery of Global IT Service Desk and associated support services for the user community across all Majorel Sites. Methods of delivery will include in via telephone, email and remote users.
•Acts as the initial point of contact for phone calls, ticketing and emails from internal staff and client regarding IT issues and request
•Receiving, logging and managing calls from internal staff via telephone, ticket and email
•First line support - troubleshooting of IT related problems of software, hardware Laptops, PCs and Printers
•Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) periods, meeting or exceeding user’s requirements and expectations.
•Effectively manage Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL principles.
•Troubleshoot basic network issues and first level technical issues.
•Take ownership of user problems, High Severity Issues/Outages and follow up the status of problems on behalf of the user and communicate progress in a timely manner
•Maintain a high degree of customer service for all support queries and adhere to all service management principles
•Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s
•Escalate unresolved request/incident to the infrastructure support team and back-end team
•Windows AD / network collaboration, Management of access management across domains / organizational systems and reconciliation
•Communicate progress and follow up in a timely manner to the Operations and responsible support groups
•Requesting RCA/RFO from the responsible support group
•VPN basic access management and support
•Updating Role Matrix Tracker and access management tracker on time
•Sending Daily reports on open tickets and End of Day Report
•Publishing support documentation to assist staff with requests for information & provide staff training if required