Majorel | Service Desk Analyst - Major Incident Management | Eastwood

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POSITION SUMMARY:

  • Responsible for the delivery of IT service desk and associated support services for the user community across North America & Philippines
  • Methods of delivery will include via telephone, email and remote users

 

OVERALL RESPONSIBILITIES:

(This position may not include all of the listed duties, nor do all of the listed examples include all tasks, which may be found in this classification.)

 

  • Acts as the initial point of contact for phone calls, ticketing and emails from internal staff and client  regarding IT issues and request
  • Receiving, logging and managing calls from internal staff via telephone, ticket and email
  • First line support - troubleshooting of IT related problems of software , hardware Laptops, PCs and Printers
  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) periods, meeting or exceeding user’s requirements and expectations
  • Effectively manage Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL principles.
  • Troubleshoot basic network issues 
  • Take ownership of user problems, High Severity Issues/Outages and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s
  • Escalate unresolved request/incident to the infrastructure support team and back end team
  • Windows AD / network collaboration, Management of access management across domains / organizational systems and reconciliation
  • Communicate progress and follow up in a timely manner to the Operations and responsible support groups
  • Requesting RCA/RFO from the responsible support group
  • RSA VPN basic access management and support
  • Updating Role Matrix Tracker and access management tracker on time
  • Sending Daily reports on open tickets and End of Day Report
  • Publishing support documentation to assist staff with requests for information & provide staff training if required

 

JOB REQUIREMENTS:

  • MUST HAVE A MINIMUM OF 2 YEARS EXPERIENCE WITH MAJOR INCIDENT MANAGEMENT
  • An ITIL qualification is preferable but not essential
  • MCP certification would be desirable
  • College/Associates Degree or Bachelor’s Degree in related field 
  • Minimum of 2 years of experience in a technical support environment or similar role
  • Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction
  • Excellent and effective communication and presentation skills - written, verbal and telephone manner
  • Excellent organizational skills
  • Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions
  • Experience in Windows 7 and above Operating System and basic AD / GPO management
  • Incident Management experience – Managing incidents including business expectations and communication
  • Diagnostic and analytical skills for software and general application knowledge
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of various OS and software such as Windows 7, Windows 10, MS Office Suite (Word, Excel, PowerPoint, Visio, Access & Project)
  • Sound knowledge of Microsoft Office products and experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)
  • Basic to intermediate computer abilities with the understanding of terminology and functionality
  • Basic Experience with VOIP applications and working experience, Cisco IPCC, CM, AVAYA or ASPECT
  • Experience with network monitoring tools like Solar winds
  • Ability to multitask - Sense of urgency; maintain a positive attitude

ABOUT MAJOREL (formerly Arvato):

Arvato is a global BPO solutions provider. A subsidiary of Bertelsmann, one of the world’s largest media companies, Arvato has more than 65,000 employees in over 40 countries.

Arvato has over 3,000 employees across multiple sites. As a leading global solution provider we design and implement customized Finance & Accounting, Supply Chain and Customer Relationship Management solutions for some of the most well-known brands in the world. In other words, whenever you download software, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider.


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