Purpose of Role:
The purpose of this position is to monitor the service desk and any tickets that arrive to look for key words against a template and route the ticket to the appropriate queue. No 1st line support from the onset, but once there is a handle on the call volumes, the user will be trained to do this.
Good customer service
Ability to multi task
Calm under pressure
Willingness to learn
Prior experience with customer support processes and tools
Strong problem resolution and analytical skills
Strong written and verbal communication skills
Time management skills with the ability to multi-task Helpdesk and Project work within a busy office environment
Excellent presentation, organising and planning skills
Experience in the use of All Microsoft applications - Windows XP, Active Directory, MS Office, Lotus Notes 6.5, Citrix Metaframe networks, Symantec Anti-virus software, Virtual Private Networks - WIFI & AT&T Dial-up connections, JDE (AS400) Administration
Educated to Degree level or equivalent
Willingness to travel if required
Scope / Desired outcome:
No 1st line support from the onset, but once there is a handle on the call volumes, the user will be trained to do this. To log user calls and either resolve at first level or pass to the appropriate 2nd level support team if necessary. Systems supported include JD Edwards, Lotus notes, Global Business Applications, Active directory, VPN, and the International User Profile System. Also responsible for Corporate Account Administration of all EMEA and Asia Pacific Corporate accounts.
Role once trained:
Ensure that all calls are logged on the system as quickly as possible, in a clear and concise manner.
Provide an efficient service and prompt feedback.
Make sure that telephone calls are answered within 15 Seconds and are then dealt with in a timely fashion.
Ensure that tickets are not on the Helpdesk queue for longer than 30 minutes.
Ensure that locations are aware of the Helpdesk procedures and that new users to the Helpdesk system get effective training.
Ensure all 1st line and 2nd line support SLA’s are achieved.To manage individual projects to the business requirements and timescales