Job Summary: 

• Provide telephone, face-to-face, and remote support services to users.
• Follow agreed procedures, respond to requests for assistance by providing support, or refer to the knowledge base
• Maintain accurate log entries of service requests and incidents with resolution timeframe or informative updates
• Triage incoming incidents and requests, ensuring the information is accurate and actionable promptly.
• Liaise with third-party vendors to resolve incidents or service requests.
• Ensure that incidents and service requests are escalated to the appropriate team.
• Contribute to the Service Desk knowledge base by creating and updating articles.
• Contribute to the identification and escalation of problems in the environment.
• Provide rostered after-hours support services.

Skills on Resume: 

• User Support (Hard Skills)
• Procedure Adherence (Hard Skills)
• Incident Triage (Hard Skills)
• Vendor Coordination (Soft Skills)
• Escalation Management (Hard Skills)
• Knowledge Documentation (Hard Skills)
• Problem Identification (Hard Skills)
• After-hours Support (Hard Skills)

Job Summary: 

• Drive KPI and Best Practices related to Service Management.
• Ensures all issues related to ISIT are communicated properly to relevant teams.
• Monitor the timely closure of tickets raised by end users.
• Subject Matter Expert and Project membership.
• Ensure all processes have documented Standard Routines and are updated on time.
• Provide functional training and coaching to other team members.
• Implement improvement initiatives that help increase Customer Satisfaction and ensure compliance within the process.
• Point of contact for projects that may require Tools.
• Monthly Operations Review with Market and supported SSC.
• Ensure closure of gaps in the CBP Assessment.
• Ensure that all executed processes are aligned and comply with the Control Best Practice.

Skills on Resume: 

• KPI Management (Hard Skills)
• Issue Communication (Soft Skills)
• Ticket Monitoring (Hard Skills)
• Process Documentation (Hard Skills)
• Team Coaching (Soft Skills)
• Process Improvement (Hard Skills)
• Project Coordination (Soft Skills)
• Compliance Oversight (Hard Skills)

Job Summary: 

• Provide first-level IT support via phone or tickets
• Monitor and analyse incoming issues, identify potential problems that might disrupt business operations.
• Cross-skilling the team by conducting and/or arranging training and managing the teams and rosters, and activities to ensure enough resources are available to support the business.
• Lead asset management tasks and activities, including recording, asset tracking, managing stocks, and disposal.
• Assist with banking systems and front-end system upgrades and major system changes, through the system administration changes, configuration, and testing.
• Manage system changes/initiatives/developments through to implementation, providing ongoing support/technical training to staff.
• Contribute to the continuous improvement of IT systems/processes to achieve standardization and consistency of service. 
• Assist in uplifting the quality of service by establishing effective and efficient processes.
• Adhere to risk and compliance obligations and report incidents 
• Report on Service Desk team performance against KPIs

Skills on Resume: 

• IT Support (Hard Skills)
• Issue Analysis (Hard Skills)
• Team Training (Soft Skills)
• Resource Management (Soft Skills)
• Asset Management (Hard Skills)
• System Administration (Hard Skills)
• Process Improvement (Hard Skills)
• Risk Compliance (Hard Skills)

Job Summary: 

• Be the point of escalation on the allocated shift to ensure smooth operations of the Service Desk function
• Supervise the shift team to ensure that all tasks are efficiently and effectively completed
• Deputise for the Service Desk Team Leader
• Complete shift handovers between shifts/service desk provisions
• Handle all escalations/complaints during the allocated shift
• Act as the Incident Duty Manager and invoke related processes/protocols to ensure appropriate escalation. 
• Assess impact and progress during major incidents to ensure escalation is timely and appropriate. 
• Provide accurate and timely communications to customers and senior management. 
• Act as the point of contact and escalation for support groups and internal businesses during recovery of major incidents.

Skills on Resume: 

• Shift Oversight (Soft Skills)
• Team Supervision (Soft Skills)
• Leadership Support (Soft Skills)
• Shift Handover (Hard Skills)
• Escalation Handling (Soft Skills)
• Incident Management (Hard Skills)
• Impact Assessment (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Manages the processing of incoming calls to the Service Desk Service Level Agreements to ensure courteous, timely, and effective resolution of end-user issues, in accordance with existing contracts and procedures.
• Monitor service desk performance using metrics that encompass the average speed of answer, first-call resolution, customer satisfaction, volume of transactions, and backlog.
• Analyzes performance of Service Desk activities and documented resolutions, tracks and analyzes trends in Service Desk requests, and generates statistical reports to identify problem areas.
• Maintain High customer satisfaction levels.
• Provides direct personnel management and career development.
• Monitors and prioritizes day-to-day tasks, ad hoc service requests, and project-oriented tasks
• Provides high-level technical support to the internal company's personnel as well as escalation management.
• Coordinates and/or performs hands-on fixes at the desktop level.
• Assists with development, implementation, and maintenance of helpdesk/operations documentation and end-user FAQ and knowledgebase guides.
• Supports the company's strategies and departmental goals through accomplishing tasks

Skills on Resume: 

• Call Management (Hard Skills)
• Performance Monitoring (Hard Skills)
• Trend Analysis (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Personnel Management (Soft Skills)
• Task Prioritization (Hard Skills)
• Technical Support (Hard Skills)
• Documentation Development (Hard Skills)

Job Summary: 

• Leading to the day's success of the service desk.
• Ensuring knowledge articles are up to date and accurate.
• Ensuring coverage at the desk by overseeing scheduling and managing call-outs.
• Responding to Level I and II Service Desk Incidents and Requests.
• Handling on-the-fly call escalations and requests for management.
• Ensuring work is progressing on time and according to deadlines set by the Service Desk Manager.
• Providing daily, weekly, and monthly reviews of Service Desk Analysts' performance
• Acting as a communication and escalation point across the Service Desk.
• Working with the L2 Service Desk Process Analysts to ensure the team is trained, up to date on technology, and pursuing personal development growth.
• Identifying gaps in productivity and providing solutions to those gaps.
• Leading the way as a Subject Matter Expert (SME) in Incident Management and Ticket Handling.
• Participating in new hire interviews, evaluations, and selection in conjunction with the Staffing Manager when time permits.
• Technical coordinating activities of less experienced or less knowledgeable team members, such as training and scheduling.
• Act as a technical resource and provide backup support to other analysts.
• Providing on-call support for client-related problems.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Knowledge Management (Hard Skills)
• Schedule Oversight (Soft Skills)
• Incident Response (Hard Skills)
• Escalation Handling (Soft Skills)
• Performance Review (Soft Skills)
• Team Training (Soft Skills)
• Technical Support (Hard Skills)

Job Summary: 

• Oversee installation, configuration, maintenance, and troubleshooting of end-user workstation hardware, software, and peripheral devices
• Accurate IT asset management logging, including maintenance of the inventory database and related documentation
• Administer and maintain end-user accounts, permissions, and access rights
• Recommend, schedule, and perform PC improvements, upgrades, moves, and repairs
• Log all relevant incident/service request details, allocating categorization and prioritization codes
• Provide first-line investigation and diagnosis
• Resolve incidents/service requests when first contacted
• Escalate incidents/service requests that they cannot resolve within agreed timescales
• Keep users informed of progress

Skills on Resume: 

• Workstation Support (Hard Skills)
• Asset Management (Hard Skills)
• Account Administration (Hard Skills)
• System Upgrades (Hard Skills)
• Incident Logging (Hard Skills)
• Issue Diagnosis (Hard Skills)
• First-line Resolution (Hard Skills)
• User Communication (Soft Skills)

Job Summary: 

• Use advanced IT Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose, and solve computer-related issues
• Use advanced IT tools and expertise, apply the appropriate solution to address the issue, and resolve the majority of IT incidents encountered at first contact
• Provide maximum customer service and issue ownership
• Provide on-call support as scheduled during non-business hours
• Log and document troubleshooting steps taken, and solutions applied, in a manner consistent with current knowledge base practices
• Escalate incidents to the appropriate next-level support team
• Communicate with customers, providing status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to the supervisor or the appropriate Project team

Skills on Resume: 

• IT Troubleshooting (Hard Skills)
• Problem Diagnosis (Hard Skills)
• Technical Resolution (Hard Skills)
• Customer Service (Soft Skills)
• On-call Support (Hard Skills)
• Documentation Accuracy (Hard Skills)
• Incident Escalation (Hard Skills)
• Status Communication (Soft Skills)

Job Summary: 

• Initiate and foster a continuous improvement process (root cause/problem solving)
• Prioritize, respond, and maintain the compliant management process
• Participate in new hire interviewing and the candidate selection process
• Monitor and measure the performance of the team and individuals, and provide performance feedback, as laid down in the project guidelines
• Prepare, maintain, and communicate team scorecards, as per the project requirements
• Maintain team communication, conduct team meetings, and huddles to discuss key updates/issues
• Adherence to the policies and procedures
• Manage the floor based on floor management guidelines and requirements
• Inform the line of management on potential attrition/absences promptly and plan for backfill staffing
• Adherence to project requirements during a Business Continuity situation
• Ensure compliance by self and team for all policies and procedures
• Educate the team and management on project progress, performance, and potential risks/issues

Skills on Resume: 

• Continuous Improvement (Hard Skills)
• Compliance Management (Hard Skills)
• Candidate Selection (Soft Skills)
• Performance Monitoring (Hard Skills)
• Scorecard Reporting (Hard Skills)
• Team Communication (Soft Skills)
• Floor Management (Hard Skills)
• Risk Education (Soft Skills)

Job Summary: 

• Assists in supervising, coaching, and mentoring the team
• Assists the team manager in coordinating staffing activities
• Reviews the work of the assigned technical team daily to ensure processes are followed and quality standards are upheld
• Recommends changes to the operational workflow for optimal efficiency of the team
• Ensures all finished product meets or exceed customer requirements and expectations
• Supports and assists the department manager
• Prioritizes and diagnoses incidents according to agreed procedures
• Investigates causes of incidents and seeks resolution
• Uses Crawford standard management tools to collect and report on desktop performance statistics
• Contributes to the implementation of maintenance and installation work
• Assists the team with day-to-day tasks while meeting or exceeding service level agreements (SLA)
• Escalates unresolved incidents or re-assigns issues to the relevant team
• Documents and closes resolved incidents according to agreed procedures
• Logs, analyzes, and rectifies issues reported to the service desk

Skills on Resume: 

• Team Mentoring (Soft Skills)
• Staff Coordination (Soft Skills)
• Quality Review (Hard Skills)
• Workflow Optimization (Hard Skills)
• Customer Assurance (Soft Skills)
• Incident Diagnosis (Hard Skills)
• Performance Reporting (Hard Skills)
• Issue Resolution (Hard Skills)

Job Summary: 

• Works within established troubleshooting guides and knowledge base to resolve tickets promptly and provide responsive resolutions for support tickets.
• Collects additional details and provides basic troubleshooting steps per documentation.
• Display ability to troubleshoot known issues with minimal guidance.
• Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
• Escalates any issues that he/she is unable to resolve within a reasonable time, or due to lack of knowledge, access, or understanding of the issue to Tier II or Tier II Technicians.
• Handles administrative IT projects not requiring knowledge of infrastructure.
• Assists senior technicians with projects and tickets.
• Take an analytical approach to troubleshooting hardware, software, and network issues.
• Manages imaging and configuring computers with training.
• Works with a degree of independence within the provided guidelines and documentation process.
• Research issues and eliminate irrelevance, with guidance from Senior Technicians.
• Provide continuous communication to the team on problems and issues to ensure a quality user experience.

Skills on Resume: 

• Troubleshooting Knowledge (Hard Skills)
• Basic Diagnostics (Hard Skills)
• Issue Escalation (Hard Skills)
• Service Mindset (Soft Skills)
• IT Administration (Hard Skills)
• Technical Assistance (Hard Skills)
• Analytical Thinking (Soft Skills)
• Team Communication (Soft Skills)

Job Summary: 

• Research and identify solutions to software and hardware issues
• Be responsible for on-site support of the locations
• Diagnose and troubleshoot technical issues
• Support via phone, tickets, MS Teams chat, and walk-up support
• Support for VIPs, for example, CEO, CTO, CHRO, CFO, Presidents, Vice Presidents, and their admins, etc
• Properly escalate required issues to the appropriate nVent teams (network, security team, etc.)
• Provide prompt and accurate feedback to customers
• Effectively work with peers to maintain a cohesive team.
• Ensure all issues are properly logged in the nVent ticketing tool
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals

Skills on Resume: 

• Technical Troubleshooting (Hard Skills)
• On-site Support (Hard Skills)
• Issue Diagnosis (Hard Skills)
• Multichannel Support (Hard Skills)
• VIP Support (Soft Skills)
• Accurate Escalation (Hard Skills)
• Customer Feedback (Soft Skills)
• Issue Prioritization (Hard Skills)