This role is responsible for the more complex task in addition to Tier 1 supported items in line with the Service Desk Objectives.
Analyse issue and provide IT Technical Support for a community of approximately 50,000 Emerson Employees.
Basic Responsibilities :
Handle e-mails within IT Service Desk Queues and open incidents / requests based on the information gathered from customers.
Provide 2nd level technical support by responding to queries or issues over the phone or email that has been escalated by tier one.
Familiar with the Service Desk procedures, processes and concepts without supervision.
Creates a positive customer support experience through handling concerns in a highly professional manner.
Analyse existing system and process related to technical issue and make proactive recommendations for improvement.
Identify the most effective manner to resolve customer's technical issue.
Use of remote control tools within agreed time span.
Resolve customer's issues or requests for Business Specific IT Systems and Applications such as Live Meeting, Sharepoint, JDE, VOIP, MDM, RSA using technical expertise and best practices.
Adheres to the organization’s internal policies and procedures including shifting schedule and proper state usage in ININ.
Achieve / exceed the targets set based on the standard KPI.
Follow specific detailed instructions.
Follow-up with customer to gain additional information or required document.
Utilize the Knowledge Management Tool in HP Service Manager to report for possible knowledge article with significant information regarding performed steps.
Education : BS Computer Engineering / Information Technology
2-4 years experience in Service Desk
Specific Knowledge & Skills
Demonstrated basic knowledge and experience of the following platform / technology :
Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher)
MS Office Products
Hp Service Manager
Local Area, Wide Area and Wireless Networks
SharePoint 2010 / 2012
ITIL v3 Foundation