Beschreibung
Skills -
- Strong understanding of IT support
- Basic understanding in Microsoft tools such as Excel and PowerPoint for reporting
- ITIL Foundation certified
- Excellent communication skills
- Has led/managed/mentored small teams before
- Basic knowledge of Linux or Unix is desirable
- Basic knowledge of SAP Hybris is desirable
Role -
- Ensuring every incident, change, problem and service request has an owner
- All alerts are acknowledged and responded by the team - escalated by the service desk team to resolver group if needing attention
- Tracks incidents and problem tickets until successfully closure
- Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
- Ensure team ownership and responsibility of incidents, requests and problems assigned
- Knowledge base is updated regularly with known errors or any knowledge gained
- Compile reporting on status of incidents, problems and requests