Talent Acquisition Coordinator @ ABeam Consulting | German Language Learner
Responsibilities:
- Attending to phone calls, self-service tickets and emails relating to business issues and to escalate issues appropriately using hierarchical and functional escalation guidelines.
- Monitor and ensure audit trail of all incidents/cases logged through the use of required tools.
Manage incidents/ tickets ensuring speedy resolution within the SLA's timeframe.
- Prepare reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.
- Pre-scheduled monitoring of system components such as CPU, work processes, report breaks, spools, interfaces.
- Monitoring of scheduled events such as batch jobs, background reports creation.
- Escalating or alerting critical issue to support team on failures, breakdown or unavailability of system components or report generation error.
- First level support for IT technical issue related to access and authorization.
- Preparation & submission of monitoring report.
- Undertake any ad-hoc duties assigned from time to time.
Requirements:
- To have an IT background or qualification would be an added advantage
- To be able to work shift if required to accommodate client’s request for 24x7 support model
- Able to use Ticketing tool (ITSM) as a main service desk tool for logging, updating, maintaining or forwarding tickets.
- Able to check details of requests or complaints and forward them to appropriate parties
- To be able to carry out IT level 1 trouble-shooting and provide quick fixes
- To be able to read and understand instructions using level 1 handling script and take appropriate action
- To be able to elevate tasks of level 2 to the next level of support or when unable to fix level 1 issues
- To be able to meet SLA based on initial response and also level 1 task assigned to service desk
- Able to work with other service desk analysts, if required, to discuss and resolve level 1 requests or incidents
- To be able to review tickets and clear or follow up on open tickets for level 1 and 2
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
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