12 Aug
Support Technician
Vacancy expired!
- End User profile, applications, and systems access
- Contact Center, Service Desk, Customer Service environment
- Access Management applications such as ARS and Active Directory
- Experience with reviewing and maintaining access criteria
- Ticketing systems (Service Now Preferred)
- Customer facing support position
- Serve as the initial contact for reporting user access issues and answering questions regarding access.
- Accurately diagnose user access issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
- Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
- Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents & tasks through to resolution/escalation (per guidelines).
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Lead in a timely manner.
- Updating tickets with all steps undertaken and closing incidents when issue Is resolved; Escalate unsolved incidents to the correct support group or external maintainer.
- Supporting first line agents and ensuring quality, rapid response to each incident as it arrives from the first level Service Desk
- Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from access criteria if applicable.
- Ensure that the process and procedures described in the job aids are followed.
- Assess and escalate high priority incidents and tasks and collaborate and support incident and request management process to the service restoration.
- Maintain good collaborative relations with: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager.
- Surveys: Making sure that the highest score of Survey has been received.
- Relationships: Building and managing working relationships with customers and suppliers.
Vacancy expired!