SUMMARY OF ROLE
This role is responsible for the basic Service Desk task but work is closely supervised such as but not limited to password reset, receiving calls, answering emails, and ticket logging using the request fulfillment and incident management processes in line with the Service Desk objectives.
Analyze issues and provide basic IT Technical Support for a community of approximately 50,000 Emerson Employees.
SPECIFIC JOB RESPONSIBILITIES
Handle e-mails within IT Service Desk Queues and open incidents / requests based on the information gathered from customers.
Provide first-level technical support by responding to queries over the phone or email.
Limited use and / or application of Service Desk procedures, processes and concepts with close supervision.
Supervise own dormant tickets assigned to the Service Desk Queues and provide vital action for completion or growing to the accurate workgroup.
Accurately document the details of requests or issues raised by the user including the troubleshooting steps performed in the ticket.
Builds a positive customer support experience through handling concerns in a highly professional manner.
Adheres to the organization’s internal policies and procedures including shifting schedule and accurate state usage in ININ.
Achieve the targets set based on the standard KPI.
Follow specific detailed instructions.
Follow-up with customer to gain additional information or required document.
Apply the Knowledge Management Tool in HP Service Manager to respond accurately and optimally to requests or issues.
Performs other duties as assigned.
Policy Making / Decision-Making Responsibilities
Follows established routine. Some analysis is being exercised. Decisions are made out of available guidelines or precedents.
BS Computer Engineering / Information Technology
Job-Related Experience :
1-2 Years Experience in Service Desk
Specific Knowledge & Skills
Demonstrated basic knowledge and experience of the following platform / technology :
Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher)
MS Office Products
Hp Service Manager
Local Area, Wide Area and Wireless Networks
SharePoint 2010 / 2012
ITIL v3 Foundation
Experience in Global Support
Language English Advanced
CORE COMPETENCIES (Korn Ferry)
Excellent written and oral communication skills
Strong Customer Service and Troubleshooting Skills Experience in Global Support
Good Team Player
Strong Analytical Skills