IT Service Desk
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Communicate updates/questions/resolutions to customer in English Translate customer issues/queries/requests into English within the Service Management tool so that 2nd & 3rd line teams can understand. Using remote control tools solve 80% of issues on the first interaction with the customer. Analyze problem management data to identify key trends and recommend remedial action (process improvement). Be a mentor to junior staff. Assist with Local Office IT, Desktop Engineering, and project specific assignments as needed. Act as a first line resource on all support issues and requests Provide support to other teams as appropriate or directed. Provide ‘How To’ guidance and training to users and junior co-workers on common application issues/requests. Take ownership and responsibility of each incident and request to ensure the customer experiences a proactive and helpful support service. Participate on global and regional project teams. Keep processes, knowledgebase up-to-date. Work on continual service improvement objectives as given by line manager. Perform other duties as required.
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