Service Desk Generalist

• Bachelors Degree in business or equivalent IT-Related course (e.g. Information Technology)
• Minimum of 8-10 years work experience in the IT Service Desk environment with experience in handling and managing people
• Demonstrate general support and troubleshooting skills in previous roles.
• Broad knowledge of network telecommunication protocols e.g. LAN/WAN TCP/IP.
• Must have a working understanding of Active Directory
• Ability to develop effective internal/external working relationships
• Perform related duties as assigned or requested including projects and migrations
• Proven experience of operating within an ITIL environment is desirable.
• Knowledge Management System Certification will be an advantage

Main objective / Context:

• To fulfill and complete service requests submitted by CWT employees through ServiceNow (Incident Requests / Request Items).

Main responsibilities & duties:

• Ensure that service requests are appropriately recorded in Service Now.
• Responsible for ensuring that all submitted service requests are processed and what resources are required to fulfill them.
• Communicate service requests that require other groups to be involved.
• Escalate service requests as required to ensure completion within SLA targets.
• Review request record for completeness and to ensure correct form was used.
• Contact requestor for additional information as required.
• Understand and manage the impact of the request.
• Escalate to Request Fulfillment Lead when required information is not received within needed timeframe.
• Escalate to Request Fulfillment Lead when request cannot be delivered within committed timeframe.
• Execute the request within delivery time commitment.
• Follow Change Management process.
• Assure that the request is completed and solution confirmed.
• Communicate the status of Service Requests to CWT stakeholders as needed.
• Performing fulfillment work task activities as well as assisting in the defining of specific service request fulfillment processes.
• Responsible for ensuring that all submitted service requests are processed.
• Communicate service requests that require other groups to be involved.
• Escalate service requests as required to the RFM Manager to ensure completion within SLA targets.
• Maintain high level of personal/team productivity by taking actions and resolving customer requests in accordance to defined Service Level Agreements.
• Adhere to escalation procedures; promptly allocating unresolved tickets/requests as appropriate
• Pro-actively highlight gaps in processes knowledge and tools to Team Leader.
• Act as a Quality and Reports POC
• Subject Matter Expect for both Technical and Customer Service
• CSAT Champion