Service Desk Tier 1
Greenlee Textron Inc
San Jose de Costa Rica, San Jose,  Costa Rica
hace 3 días

This role is responsible for overall user account management and system administration on user’s network access. The task includes support to user on IT Service Desk supported application such as Active Directory, Mailbox, Oracle, JD Edwards, European Reporting System, Symphony, Fisher First, TRAX, Sharepoint Management System and other business specific application.

Basic Responsibilities :

  • Focus on basic account creation for commonly used applications primarily Oracle Betsy, Bryan, Billy and Oracle In a Box.
  • With understanding on Service Desk procedures, processes and concepts with supervision.
  • Creates a positive customer support experience through handling concerns in a highly professional manner.
  • Create Active Directory account and mailbox using EPIC Tool.
  • Assist other Request Ticket related to Account Management supported application.
  • Assist the Project Lead in completing Oracle Projects on time.
  • Coordinate with Responsibility Owner to gather the required approvals.
  • Communicate with user and manager to follow up with necessary documents.
  • Assist emails in Accounts POD Shared Mailbox.
  • Answer basic inquiry from customer related to user’s account.
  • Communicate to users the business requirements or policies for system access.
  • Notify callers of request completion and log in credential.
  • Utilize the HP Service Manager and Knowledge Management in completing a request.
  • 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. Education and
  • Education : BS Computer Engineering / Information Technology
  • 1-2 Years experience in IT Account Management Service Desk Specific Knowledge & Skills
  • Demonstrated basic knowledge and experience with the following platform / technology :
  • Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher)
  • HP Service Manager
  • MS Office Products
  • Oracle Applications
  • AS400
  • ITIL v3 Foundation
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