FLT-Service Desk

Job Description

Roles & Responsibilities: Single point of contact for end users regarding IT issues and queries. Ensure smooth deliverables to customer as per the SLA. Receiving, logging and managing queries/issues from end users via telephone and emails. Incident logging, categorization, prioritization, assignment, coordination and communication until resolution. Incident communication and notification for high priority incidents. Coordination with application and infrastructure support teams. Provide accurate Incident resolution and Service Request management, within established Service. Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations. Incidents and Service Requests are managed effectively; ensuring information is captured in the tool for future reference and analysis, in line with ITIL principles. 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops and Printers. Log and manage incidents/Service Request in ITSM tool. Escalate unresolved tickets to Level 2 resolver groups. Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner. To maintain a high degree of customer service for all support queries and adhere to all service management principles. Password reset Account unlock (AD and other applications) Active Directory account management MS office application issues Remote Desktop Management MS Outlook issues (profile creation, PST, permissions, calendar sharing, delegation) Creation/Access Management of Network Drives and Shared Folders Browser trouble shooting Wireless troubleshooting Operating System Troubleshooting Installation and Troubleshooting of approved software Printers - Troubleshooting Printer Access Basic L1 Laptop Desktop Troubleshooting VPN troubleshooting Basic support on Unix OS (including HP Unix, Solaris, AIX, Linux) Crisis management, Multi-tasking Understanding of other operations Meeting deadlines, Attention to detail and high level of accuracy