Service Desk - Generalist
Service Desk - Generalist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- 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
Employment Type
Full Time
