Mandatory Skills:
> Second Line technical and functional application support
> familiar with ASD/Service Now
> excellent ENGLISH
> Excellent Client management & communication skills
> Highly Organised / Task focused
> Proactive/Focused and willing to take ownership
> Starter/Finisher
> Able to work under pressure
Role Description Skills:
The main areas of responsibility are:
- Responding to requests from the Global Service Desk, ensuring that accurate information is captured and documented within the ticket.
- Ownership of ticket life cycle when assigned ensuring quality and timely updates, preventing aged tickets.
- Monitoring active Service Level Agreement (SLA) and Key performance Indicator (KPI) measurements to proactively maintain appropriate metrics, ensuring that event triggers and notifications are controlled to ensure resolution within required timelines.
- Providing procedural workarounds and/or Advice and Guidance as may be required.
- Providing data fixes as appropriate and in accordance with process
- MIR (Major Incident Report) creation