Job Description

Role & responsibilities Should be able to work in rational shifts. Duties and Responsibilities Assist Global Service Desk (GSD) Engineers by providing First level support. Identify and solve escalated problems related to computers, hardware, software and other related items via research, vendor and customer interaction. Provide accurate and complete descriptions of problems, inquiries and requests in a problem management ticket. Provide proactive Customer and GSD Management notification of problems. Perform testing of system or application enhancements or modifications prior to the release for users. Monitor and test fixes to ensure problems have been adequately resolved Provide and participate in training required to develop and maintain skills necessary to support end-users. Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution. Produce and review documentation used to instruct end-users in the appropriate use of company computers and related equipment. Manage daily workload of the GSD organization. Perform Quality Assurance Monitoring on Analysts and Engineers. Participates in the development of Processes and Procedures for the GSD organization. Knowledge, Skills & Competencies Problem Solving Result Orientation Persuasiveness Learning orientation Desirable Experience & Skills