Posted:1 week ago|
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GSD Analyst
This role is of IT GSD
· · Service desk to be single point of contact for all IT tickets
· · Global support contact for IT services and application first level support
· · Handle IT Helpdesk phone calls
· · Create incidents \SR and provide first level resolution on desktop hardware, software and applications
· · Provide Live Chat support
· · First level triage and resolution off incidence has per knowledge repositories or soaps available in addition to baseline troubleshooting skills of level one agent
· · Resource requires basic application troubleshooting skills that are agnostics to application [application base access troubleshooting)
· · Create knowledge base articles has required to enhance ability on the team
· · Escalation of Incidents to higher support tiers as needed per OLA/SLA.
· · Coordinate with level 2(desk side, applications and infra support teams)
· · Communicate with multicultural and global user base over phone, email and chat in English language.
· · Maintain compliance with Verint operational ,ITSM and security procedures
· · Leverage Verint provided ITSM tools ( Service Now)
· · Participate in weekly staff meetings and training sessions as needed
· · Participate in shift transition efforts to ensure seamless handling of support activities
REQUIRED QUALIFICATIONS
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
· · Degree \ Diploma in computer science or related field
· · Strong experience in supporting Windows \ MAC operating system, Core endpoint Applications, hardware and peripherals and mobile device
· · Basic troubleshooting knowledge on Mobile device knowledge (Intune)
· · Awareness of AD\ Azure fundamentals \ MFA \O365
· · Strong troubleshooting and problem-solving skills
· · Ability to write detailed reports and procedures
· · Ability to work under pressure
· · Excellent oral and written communication skills in the English language.
· · Awareness of ITIL \ Service Now
Nobl Q
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