Dedicated On-site Support for Contact Center UsersTo support end users at the Contact Center and to 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 issuesProvide constant feedback regarding progress of SGT related issues, requests, and escalations to end-usersAssist to get new users operationalTroubleshooting application issues including MS Teams and MS OfficeEscalating issues that cannot be resolved timeouslyAssisting users to log SRS and incidents (CA & Jira)Concluding incidents on the CA and SRS systemProvide updates on Jira calls if neededProvide remote support for WFH usersCoordinating with third parties and internal SGT teamsManaging and supporting incidents logged within SLA agreementsProvide feedback on outstanding open incidents and requests logged on CACoordinating major incidents and assisting SGT IM during major incidents reportedAssisting and implementing projects as requiredProviding first line support diagnosis and support for output device servicesAd hoc reportingTime management - prioritizing important issuesBe able to work under pressureExcellent communication skills (verbal and written)Desired Experience & Qualification2 – 3 years experience in an IT Service Desk environmentBackground in IT services with an emphasis on service managementCall center support experience will be advantageousSound knowledge and experience of ITIL practicesUnderstanding of client applications and business processes will be advantageousUnderstanding and experience in Avaya Call Center TelephonyPersonal Attributes:Interpersonal savvy - contributing dependentlyDecision quality - contributing dependentlyAction oriented - contributing dependentlyOptimizes work processes - contributing dependentlyPackage & RemunerationPermanent role with company benefits.
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