- Provide first line investigation and diagnosis for incidents.
- Resolve and close incidents and service requests as per service desk procedures and allocated timelines.
- Escalate unresolved incidents and service requests within agreed timescales.
- Log relevant incident and service request details per help desk procedures.
- Communicate with customer regarding incident progress.
- Ensure assigned tickets are up to date until issues are resolved.
- Complete assigned training roadmap.
- Mentor junior team members.
- Comply with Quality, Health, Safety and Environment policies and Information Technology (IT) policies including continuous improvement initiatives.
- Liaise with customers, other IT support groups and third-party providers when necessary.
- Update the Knowledge Base with known problems and fixes.
- In Global Service Desk Analyst role: Provide front line support for customers by answering calls, emails and web requests, and entering the issues into a ticketing system.
- Record customer information including name, Product Line, contact information, and nature of problem or issue.
- Provide support and assist IT users in resolving IT issues.
- Prioritize and schedule tasks.
- Escalate problems to the appropriate teams.
- Perform post-resolution follow-up with customers.
- In GIS SD Analyst for Real Time Service Desk Support role: Complete InterACT administrative tasks and service desk monitoring.
- Communicate between field, customers and co-workers.
- Provide complete daily hand-over including pending ticket, created RIR's, resource outages, personnel issues and any other issues of note.
- Contribute to annual review of all InterACT procedures.
- Liaise with internal and customer Operations Support Centers. Support international InterACT systems after hours as needed.
- Perform quality control audits on the application of permissions.
- Perform SimpleHelp administration tasks.
- Contribute to the testing of new versions of GIS supported software applications.
Industrial Engineer, Telecomunications, IT related. -
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