PRIMARY RESPONSIBILITIES
Receive incoming requests / incident reports
Fast paced handling of incidents / requests resolution, escalation and information routing.
Deciding on incident severity
Validation and evaluation of technical and or operational information pertaining to the incident
Manage incident resolution using appropriate resources
SPECIFIC RESPONSIBILITIES
Validate, evaluate and classify incident / requests
Determine resolution and/or escalation path to ensure all issues are appropriately managed
Evaluate content of requests / incident report and gather information if missing any
Record distinct issues in the tracking tools
Keep track of known solutions, consult knowledge database and use findings to respond to senders/callers.
Keep track of severity 1 issues for appropriate escalation and follow-up
Recognize solutions for repetitive use and enter those in knowledge database
Provide assistance for detailed analysis of incidents / requests
Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
PROFILE
Bachelor degree or equivalent in engineering/Information technology/Service management courses.
IT Literate - Knowledgeable in the use of internet based applications, e-mail communications, MS word & MS excel
Knowledge in Oracle Enterprise Suite is an advantage
Has working / logical understanding of how different systems can communicate or exchange data and transaction status using integration layers / middleware
Preferably with experience in supporting application system of different frameworks
Experience of multi-cultural environment
Experience in providing customer service work
REQUIRED SKILLS
Experience/Technical Knowledge
Experience of multi-cultural environments.
Experience or training in customer service work
Language
English
Additional information
[1]
Focus: The ability to remain focused on the mission, on what’s important to the business despite distractions of day to day Helpdesk tasks.
Problem Solving: The ability to identify and resolve problems quickly and effectively
Pro-activity: The ability to take initiative to make improvements.
Communication: The ability to listen to users and convey ideas and solution effectively
Teamwork: Ability to work in a team both local and remote
Technical Skills: The ability to learn new products
Language: Fluent English and preferable other languages such as French and Spanish
Customer Skills: The ability to interact with customers in a polite and professional manner
Willingness and ability to travel worldwide
