This exciting, fast paced internal facing role requires an excellent customer-oriented communicator with an ability to use their own initiative and to work as a team or independently. The successful candidate will join the Global IT Service Delivery Team, part of the CloudFactory’s Global IT Team. This team provides IT support services to all end users across the globe.
This role offers an individual with the basic IT skills the opportunity to expand their knowledge into all aspects of core IT administration, end user computing, networking and business critical application support.
CloudFactory’s focus is to grow a first class internal IT operation, which provides the tools, procedures, methods, support and infrastructure for a rapidly expanding global operation. This role will require working in shift-based schedules, providing support 24x7.
The ideal candidate will be highly motivated with an excellent customer focused approach and commitment to service delivery.
Essential Functions:
Delivery of Support Services
- Taking inbound emails/calls/tickets from users with technical IT issues (software amp; hardware) with the view to resolve at first contact by providing a high level of customer service.
- Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
- Interact with end users to resolve IT related issues and provide IT Support in a timely manner in line with the defined Service Level Agreements (SLAs) and the same is adhered by the Help Desk analysts. The modes of support provided will include the use of remote-control software and email or phone call or chat support to CloudFactory’s pan Global user base.
- Provide end-user IT support for all internal CloudFactory employees, ensuring that the end-toend customer experience is positive, consistent and high quality.
- Performing basic and intermediate level technical troubleshooting for IT issues/problems as per the scope defined.
- Asking the customers targeted questions to quickly understand the root of the problem and escalating promptly if required.
- Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 1st Level), within agreed time limits.
- Escalate complex incidents to appropriate 2nd line or 3rd line Global IT Service Delivery team members in line with department-wide and company-wide policies and procedures to ensure customer demands are met within the defined SLAs and Operational Level Agreements (OLAs).
- Gathering and documenting as much information as possible for the escalation teams to perform advanced investigation on the issue.
- Collaborate with other Global IT teams like the Enterprise IT, etc. as required especially when the resolution of the reported IT issues is dependent on the change or fix which is to be implemented on Enterprise Level.
- Responsible for the management of all IT issues assigned to them through the ITSM system and ensuring that the status and history of issues are monitored, updated and closed on completion.
- Provide both remote and on-premise desktop level technical support (if required) including troubleshooting Windows, Linux and MAC OS environments, installing and upgrading software and configuring systems and applications.
- Provide technical and administrative assistance for all IT managed On-premise or SAAS based solutions or applications.
- Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements.
- Responsible for ensuring that all IT policies and procedures are followed.
- Adhere to the IT security and compliance processes in line with CloudFactory’s policies and regulations.
- Follow IT procedures, maintain documentations and standards and contribute to IT asset
- management as required.
- Undertake any other duties as assigned of a similar level and responsibility as may be required from time to time.
- As part of continued development, the role will require ad-hoc project work to be carried out.
Location/Mobility
- The post holder will not be required to travel between CloudFactory offices as this is a remote support role.
Data Protection
- The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.
General
- This job description is not exhaustive and can be altered in consultation with the post holder.
- The post holder will be required to work in shift based schedules w