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Bachelor of Business Administration(Management) Nationality Any Nationality Vacancy 1 Vacancy Job Description What you’ll be doing Assisting the Workplace Technology Team Lead with monitoring the call queue, prioritizing & keeping VIP users updated, reconciling user accounts, etc. Maintain compliance with the agreed service & change deliverables as well as risk & security policies and procedures. To own the progress of the call from inception to resolution and keep customers informed of the progress of their reported incident and requests. Ensure that incidents and requests are handled according to Workplace Technology Services SLA s. Guarantee that the end to end ownership of issues is managed to the satisfaction of the customer. Mentoring other Workplace Technology Engineers in the team, acting as an internal escalation point and coach to junior members of the team. Manage your Stakeholders to ensure the provision of first class user support. Maintain a close working relationship with other operational support teams within Service Operations. Priorities & escalate problems based on the business impact and reported problems. Regularly report the current status of the Workplace Technology Services and support status. Identity and pursue new ways to improve the efficiency and performance of the Workplace Technology team. Work on call as part of a rota when required. What you ll need to succeed Proficient with Service Now, Windows, Office 365, Outlook and AD to receive, log and resolve calls made to our internal IT Service Desk. Experience in creating and maintaining Process Documentation An appreciation of the wider technologies provided and supported by other teams within the company. Proven experience performing 1st/2nd line support within a Service Desk Environment Knowledge of ITIL Foundation Exceptional written and verbal skills A structured and efficient method to working Ability to communicate to all levels of the business when discussing issues & functions of the Workplace Technology Team Company Industry
- Retail
Department / Functional Area
- Administration
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