It Support Analyst
Posted on :
05-01-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2434279
- Monitoring your ticket queue in Fresh Service, prioritising & keeping users updated, supporting users issue or Assigning it on the relevant resolver team where necessary.
- Working with a continuous improvement approach
- Manning the Tech Bar
- To own the progress of the support call from inception to resolution and keep customers informed of the progress of their reported incident and requests.
- Ensure that incidents and requests are handled according to Chalhoub WPT (desktop support) SLA’s
- Guarantee that the end-to-end ownership of issues is managed to the satisfaction of the customer.
- Preventative Maintenance, creating SOP’s and knowledge base documentation.
- Boots on the group for projects in flight
- Maintain a close working relationship with the other resolver teams.
- Prioritise & escalate incidents and problems based on the business impact and reported problems.
- Regularly report the current status of the support operation
- Assisting on Major incidents where required which may incur after hours.
- AV/VC events, Meeting room support
- Work on call as part of a rota when required.
Employment Type
Full Time
Department / Functional Area
Key Skills
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