Dedicated On-site Support for Contact Center Users
To support end users at the Contact Center and 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 the progress of SGT-related issues, requests, and escalations to end-users.
- Assist in getting new users operational.
- Troubleshoot application issues including MS Teams and MS Office.
- Escalate issues that cannot be resolved timeously.
- Assist users in logging SRS and incidents (CA & Jira).
- Conclude incidents on the CA and SRS system.
- Provide updates on Jira calls if needed.
- Provide remote support for WFH users.
- Coordinate with third parties and internal SGT teams.
- Manage and support incidents logged within SLA agreements.
- Provide feedback on outstanding open incidents and requests logged on CA.
- Coordinate major incidents and assist SGT IM during major incidents reported.
- Assist and implement projects as required.
- Provide first-line support diagnosis and support for output device services.
- Ad hoc reporting.
- Time management - prioritizing important issues.
- Work well under pressure with 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, decision quality, action oriented, optimizes work processes.
Package & Remuneration
Permanent role with company benefits.
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