SUMMARY OF ROLE
Purpose Summarized why the job exists and the contribution it makes to the overall business of the company (with what objectives and within what limits).
SPECIFIC JOB RESPONSIBILITIES
This role is responsible for the more sophisticated task in addition to Tier 1 supported items in line with the Service Desk objectives.
Analyze issues and provide IT Technical Support for a community of approximately 50,000 Emerson Employees.
In further detail :
Handle e-mails within IT Service Desk Queues and open incidents / requests based on the information captured from customers.
Provide 2nd level technical support by responding to queries or issues over the phone or email that have been escalated by tier one.
Familiar with the Service Desk procedures, processes, and concepts without supervision.
Builds a positive customer support experience through handling concerns in a highly professional manner.
Analyze existing systems and processes related to technical issues and make proactive recommendations for improvement.
Identify the most effective manner to resolve the customer's technical issues.
Use of remote control tools within an agreed time span.
Resolve customer's issues or requests for Business Specific IT Systems and Applications such as Live Meetings, SharePoint, JDE, VOIP, MDM, RSA using technical expertise and standard methodologies.
Adheres to the organization’s internal policies and procedures including shifting schedule and accurate state usage in ININ.
Achieve / exceed the targets set based on the standard meaningful metric.
Follow specific detailed instructions!
Follow-up with customer to gain additional information or required document.
Utilize the Knowledge Management Tool in HP Service Manager to report for possible knowledge articles with significant information regarding performed steps.
REQUIRED QUALIFICATIONS AND EXPERIENCE
BS Computer Engineering / Information Technology
Job-Related Experience :
2-4 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
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