IT Supporter

Position target:

An IT SUPPORTER's main responsibility is to support customers via phone, email and IM Chat. This includes processing User Admin related requests and doing first line troubleshooting and analysis for technical concerns raised via the support channels mentioned including those raised via the Self-service Portal (SSP).

Responsibilities:

• Acts as the first and single point of contact for IT clients in the organization in all matters related to the IT area, building trust and a professional image of IT services provided by the IT organizational unit.
• Communicates with Service Desk Customers via formal and dedicated communication channels: email, chat and phone.
• Acts in relation to problems reported by Service Desk Clients, including collecting, analysing, and recording information about a reported problem in the ITSM application, and attempts to solve the problem using provided authorization in IT systems and information stored in the ITSM Knowledge Base.
• Remains in contact with Service Desk clients in the field of matters reported by them and managed by the Service Desk unit, including collecting, and providing information about problems, clarifying doubts, making modifications on clients' workstations, or providing advice to users of IT systems and applications.
• Takes care of the correct transfer of Service Desk customers' tickets to the next support lines or task groups within IT when the solution of problems is beyond the capabilities of the Service Desk organizational unit, after prior collection and analysis of case data and possible unsuccessful attempts to solve them at the SD level.
• Performs an informative and intermediary role between Service Desk Clients and other IT organizational units in matters that go beyond the scope of responsibility or competence of the Service Desk unit.
• Maintains and manages the documentation of cases reported by Clients to the Service Desk, ensuring that the information about a given case is up-to-date, complete, and consistent in the ITSM tool and its relevant components.

Process Involvement and Contribution:

• Acts a key role in the Incident Management process as the first line of contact and support in handling customer requests (users of IT systems and applications).
• Participates in escalation processes in the scope described in the Incident Management process.
• Observes technical problems and report minor cases to the Team Leader.

Knowledge Management:

• Follows the general standards set out in the KCS methodology on daily basis.
• Actively uses the knowledge base, not only following the published articles, but also commenting on any inaccuracies and, after being granted appropriate permissions, also correcting inaccuracies and errors or creating new entries in the database.
• Provides published articles to Service Desk Clients.
• Acquires his/her own knowledge of IT environments, processes, and principles of work in the Service Desk organizational unit.
• Learns to optimize his/her work and supplement his/her knowledge about the most common problems reported to the Service Desk unit.

Primary Skills:

• Analytical Thinking -Possesses the knowledge and ability to apply effective analytical techniques and tools. Analyzes organizational issues, determines the root cause, and creates alternative solutions that are in the best interest of the business. Approaches situations by defining the issue, determining its significance, and identifying the forces, events and people impacting and impacted by the situation at hand. Uses logic and intuition to make inferences about the meaning of data and arrive at conclusions, applying flow charts, diagrams, and other tools as necessary. Able to systematically compare and assess varied alternative solutions.

• Problem Solving -Problem solving competence is the ability to accurately identify emerging problems and challenges, as well as find the optimal solution based on the available resources and tools. A person with this competence is able to see and describe a problem based the collected information, is able to perform an analysis of potential opportunities and threats related to it. This competence requires good communication skills, allowing to conduct effective dialogue. Problem solving also requires a good understanding of the available tools and the possibilities they offer. Moreover, it is associated with the ability to work in a group and knowledge of the processes taking place within it.

• Customer care - It is an approach based on focusing on the Client's needs and securing Client's interests through effective implementation of processes in the team. Requires communication skills to explain simple and complex IT issues in a way that is understandable to Customers who do not have technical knowledge. Mentioned communication skills must allow also for a clear explanation of the current situation of the case as well as anticipated next steps. Orientation to the Client's also requires cooperation with other teams involved in solving a given case in such a way to protect the interests and needs of the Client. This approach aims to the highest possible customer satisfaction with the service received. Customer care orientation demands to address tickets raised by department verticals (VIPs) most effectively. All the elements described above apply to cooperation with the Clients via any contact channel that the Clients may use to contact the Service Desk.

• Technical Troubleshooting -Troubleshooting is a systematic approach to problem solving that is often used to find and correct issues with complex machines, electronics, computers and software systems. It consists in collecting the right amount of information by asking general and specific questions that will allow to achieve appropriate situational awareness in a given matter. Troubleshooters initially look for common, known causes. Once common issues are ruled out, troubleshooters must run through a checklist of components to identify where the failure is happening. Thanks to this, it will be possible to use appropriate tools and procedures to attempt to resolve the case or transfer the case to the appropriate team.

• Process oriented attitude - A process is defined as a set of related activities, the implementation of which is necessary to achieve a specific result. An attitude focused on the process demands knowing the processes carried out in the team and the procedures supporting their implementation. It is essential to be aware that their presence and correct implementation help the team to meet customer needs and perform basic team tasks.

Core Tool Skills:

• Service Now -Possess the basic ability to use Service Now. Can independently create tickets, set correct categorization and classification. Can validate appropriate team for the ticket. Possess knowledge on how to read and use dashboards.
• Microsoft Office -Possess basic knowledge on how to use various Office package applications. Can solve basic problems and check basic application settings on the client side.

• Microsoft Exchange -Possess basic knowledge of how to use tools needed to solve problems related to sending and receiving e-mails. Can solve basic problems, can find relevant information with the help of tools and address the problem to the appropriate team.

• Active Directory -Possess basic knowledge of how to use Active Directory / Active Roles Server. Possess basic knowledge of the processes related to objects located in AD / ARS. Can navigate manually in the domain to find objects, can use basic search to find objects, can perform actions on objects based the knowledge base articles.

• KCS -Possess basic knowledge of the KCS methodology and knows how to apply it. Understand KCS and article usage workflow. Knows the basic article types and the possible roles of the Service Desk Agent in the KCS methodology. Can create any type of an article. Reads articles, understands their content, and follows an article content.

• Global Desktop -Possess basic knowledge about the environment, the conditions of its functioning, login processes, remote access specifics and the use of appropriate tools/applications needed to conduct support for the Global Desktop environment. Is capable to collect basic information about Global Desktop environment performance.

Education and Skills

• Graduate of any Bachelor's degree or with at least 2-yr relevant working experience.
• Customer-oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
• Acts with urgency and responds well under pressure
• Ability to communicate complex technical context in customer friendly terms
  • Excellent attendance and punctuality, and capable of being self-managed
• Team player, able to work closely with a few individuals.
• Excellent English speaking, reading and written skills
• Analytical trouble shooting skills
• Computer Skills
• Microsoft Office power user
• Language Skills
• Excellent English reading, writing and speaking skills.
• Certificates, Licenses, Registrations or Professional Designations
• ITIL V3/V4 Foundation preferred but not required

Work Experience

• Performed Service Desk or Contact Center support role for medium to large customers, with one or more service or technology area.
• 2-3 years' experience in global organization providing 24*7 customer support using incident, requests and problem management disciplines
• 2-3 years' experience supporting Microsoft Windows workstations in a globally connected network. With a strong technical understanding of how the workstations interoperates with the user and back-end applications
• Prepared to work rotational shifts providing 24*7 coverage