Dedicated On-site Support for Contact Center Users
To support end users at the Contact Center and to ensure maximum uptime and productivity for all users (minimum downtime/impact for users as a result of IT issues and requests within SGT’s control). Responsible for the timely and effective response to IT user queries and problems.
Duties & Responsibilities
- Assist users with day-to-day IT issues
- Provide constant feedback regarding progress of SGT related issues, requests, and escalations to end-users
- Assist to get new users operational
- Troubleshooting application issues including MS Teams and MS Office
- Escalating issues that cannot be resolved timeously
- Assisting users to log SRS and incidents (CA & Jira)
- Concluding incidents on the CA and SRS system
- Provide updates on Jira calls if needed
- Provide remote support for WFH users
- Coordinating with third parties and internal SGT teams
- Managing and supporting incidents logged within SLA agreements
- Provide feedback on outstanding open incidents and requests logged on CA
- Coordinating major incidents and assisting SGT IM during major incidents reported
- Assisting and implementing projects as required
- Providing first line support diagnosis and support for output device services
- Ad hoc reporting
- Time management - prioritizing important issues
- Be able to work under pressure
- Excellent communication skills (verbal and written)
Desired Experience & Qualification
- 2 – 3 years experience in an IT Service Desk environment
- Background in IT services with an emphasis on service management
- Call center support experience will be advantageous
- Sound knowledge and experience of ITIL practices
- Understanding of client applications and business processes will be advantageous
- Understanding and experience in Avaya Call Center Telephony
- Personal Attributes:
- Interpersonal savvy - contributing dependently
- Decision quality - contributing dependently
- Action oriented - contributing dependently
- Optimizes work processes - contributing dependently
Package & Remuneration
Permanent role with company benefits.
#J-18808-Ljbffr