Dedicated On-site Support for Contact Center UsersTo support end users at the Contact Center and ensure maximum uptime and productivity for all users (minimum downtime/impact for users as a result of IT issues and requests within SGT's control). Responsible for the timely and effective response to IT user queries and problems.Duties & ResponsibilitiesAssist users with day-to-day IT issues.Provide constant feedback regarding the progress of SGT-related issues, requests, and escalations to end-users.Assist in getting new users operational.Troubleshoot application issues including MS Teams and MS Office.Escalate issues that cannot be resolved timeously.Assist users in logging SRS and incidents (CA & Jira).Conclude incidents on the CA and SRS system.Provide updates on Jira calls if needed.Provide remote support for WFH users.Coordinate with third parties and internal SGT teams.Manage and support incidents logged within SLA agreements.Provide feedback on outstanding open incidents and requests logged on CA.Coordinate major incidents and assist SGT IM during major incidents reported.Assist and implement projects as required.Provide first-line support diagnosis and support for output device services.Ad hoc reporting.Time management - prioritizing important issues.Work well under pressure with excellent communication skills (verbal and written).Desired Experience & Qualification2 – 3 years experience in an IT Service Desk environment.Background in IT Services with an emphasis on Service Management.Call Center support experience will be advantageous.Sound knowledge and experience of ITIL practices.Understanding of client applications and business processes will be advantageous.Understanding and experience in Avaya Call Center Telephony.Personal attributes: Interpersonal savvy, decision quality, action oriented, optimizes work processes.Package & RemunerationPermanent role with company benefits.
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