A person with the following qualities…
- A graduate
- Candidates must be customer service oriented.
- Must possess strong interpersonal and communication skills.
- Strong analytical skills and attention to detail.
- Process-oriented and be able to follow existing procedures and provide feedback for process refinement.
- Excellent verbal and written communications skills.
- A can-do and enthusiastic attitude toward work and customers.
- Well organized self-starter who delivers assigned tasks on time while managing multiple tasks under minimal supervision in a fast-paced environment.
Manage Systems Administration Siebel Helpdesk ticket queue, ACD phone system, and walk ups providing world class tier 1 support.
- Work and resolve cases in prompt time ensuring corporate SLAs are met.
- Work with tier 2 and tier 3 support levels as needed and escalate tickets to appropriate teams. Report issues through appropriate channels for timely and effective escalation.
- Verify status of open cases with ticket owners and communicate information to customers to ensure customer satisfaction.
- Follow up with ticket owners to verify case status and to ensure SLAs are met.
- Follow up with customer base to ensure satisfaction with recent cases.
- Document case resolution within each ticket to and update Knowledgebase with new information.
- Provides instructional training to new hires for system use and company policies.
- Imaging and troubleshooting of PC, Servers, and Mac hardware.
- Work with team members to monitor, patch, and review system performance and capacity. Follow up and remediation of antivirus and windows patches to verify installation and functionality.
- Write clear and concise articles documenting procedures for troubleshooting and system management.
- Run Weekly reports to gain insight of open cases, closed cases, customer trends, and ongoing concerns and provide to management.
- Provide tier 1 support for corporate servers with basic troubleshooting and escalation as needed.
