Attending to phone calls, self-service tickets and emails relating to business issues and to escalate issues appropriately using hierarchical and functional escalation guidelines.
Monitor and ensure audit trail of all incidents/cases logged through the use of required tools. Manage incidents/ tickets ensuring speedy resolution within the SLA's timeframe.
Prepare reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.
Pre-scheduled monitoring of system components such as CPU, work processes, report breaks, spools, interfaces.
Monitoring of scheduled events such as batch jobs, background reports creation.
Escalating or alerting critical issue to support team on failures, breakdown or unavailability of system components or report generation error.
First level support for IT technical issue related to access and authorization.
Preparation & submission of monitoring report.
Undertake any ad-hoc duties assigned from time to time.
Requirements:
To have an IT background or qualification would be an added advantage
To be able to work shift if required to accommodate client's request for 24x7 support model
Able to use Ticketing tool (ITSM) as a main service desk tool for logging, updating, maintaining or forwarding tickets.
Able to check details of requests or complaints and forward them to appropriate parties
To be able to carry out IT level 1 trouble-shooting and provide quick fixes
To be able to read and understand instructions using level 1 handling script and take appropriate action
To be able to escalate tasks of level 2 to the next level of support or when unable to fix level 1 issues
To be able to meet SLA based on initial response and also level 1 task assigned to service desk
Able to work with other service desk analysts, if required, to discuss and resolve level 1 requests or incidents
To be able to review tickets and clear or follow up on open tickets for level 1 and 2
