It User Support
Posted on :
30-07-2021
Employer Active
1 Vacancy
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Job Description
- Create temporary "work-around" for immediate issues where appropriate Communicate received major system issues/failures to Command Center and IT Operations.
- Escalate unresolved calls received during the night shift to the L2: Infrastructure, Application, or Security Support teams Log handled night calls on the IT Service Manager system (SM) to maintain history records. Attend and respond to user Interaction and queue tickets received during the night on IT Service Manager, in addition to assignment/re-assignment of IT tickets to other IT teams in a timely manner and as per defined SLA.
- Take ownership to communicate user service requests/issues to morning staff to follow up their status on behalf of the user. Monitor team closed IT tickets during the day and follow-up on aged/pending ones when needed.
- Use incident management process to manage and resolve incidents and do proper escalation for major ones. Understand all IT related documentations processes.
- Produce/maintain work related reports/sheets Act as a backup for team members on different tasks as needed Perform other tasks as assigned
Employment Type
Full Time
Department / Functional Area
Key Skills
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