Responsibilities
- Delivers first and second-level technical support for diverse IT services, including mainframe, voice, and desktop systems.
- Resolves incoming technical support inquiries promptly and effectively at both Tier 1 and Tier 2 levels.
- Handles escalation procedures when issues require advanced support from Tier II or Tier III teams.
- Installs, configures, and maintains software on desktop systems in accordance with established protocols.
- Diagnoses and fixes technical issues involving operating systems, network connectivity, wireless access, VPN, password management, and application access.
- Identifies when problems fall outside team scope and refers them to appropriate external specialists.
- Follows documented procedures to manage both emergency and scheduled system outages and related communications.
- Ensures timely dissemination of outage notifications and regular status updates following defined protocols.
- Links all incident tickets related to an outage to a central master ticket within the incident tracking system.
- Escalates major incidents and coordinates with relevant internal teams and stakeholders as needed.
- Adheres to service level agreements and organizational IT policies in all support activities.
- Ensures outage notifications comply with Change Advisory Board (CAB) requirements.
- Utilizes the organization's incident management platform to track and manage all reported incidents and service requests.
- Accurately logs, categorizes, prioritizes, and routes all support calls to the appropriate personnel or teams.
- Acts as the primary point of contact for incidents, providing consistent updates in coordination with MIM.
- Tracks ticket progress and alerts supervisors if response times fall short of service agreements.
- Attends team meetings, collaborative work sessions, and contributes to organizational improvement initiatives.
- Promotes a collaborative environment by sharing insights and communicating constructively on team challenges.
- Engages in continuous learning through technical reading, training, seminars, and industry events to stay current with evolving technologies.
- Disseminates newly acquired knowledge to team members to enhance collective expertise.
- Communicates clearly with end users to provide ticket status updates by querying the ticketing system.
- Responds to user inquiries regarding IT policies and operational procedures.
- Clarifies Service Desk processes and functions to end users as needed.
- Documents technical issues and resolution steps clearly and thoroughly in written form.
- Manages customer interactions professionally to improve satisfaction and ensure positive call outcomes.
