Advanced Service Desk Resolution ManagementSiegen Solutions

About the job Advanced Service Desk Resolution Management
ROLE DESCRIPTION:
Primarily responsible for customer interaction and management of infrastructure services
Answers inbound customer requests
Assist with maintenance of customer service SLAs
Work with senior level admins to determine and resolve high level problems
Management of production infrastructure hardware/software and related technologies
Identify & troubleshoot server configuration and/or performance irregularities
Develop procedures to respond to these irregularities in a timely manner
Ensure infrastructure is properly monitored
Infrastructure alerts are addressed in a timely and thorough manner
Oversee the execution and completion of assigned tasks
Document and improve existing processes
Support for IT Property Location Support Personnel (phone/chat) + escalated incidents
Develops strong working relationships within the team and demonstrate uncompromising commitment to client and the company's core values.
Seeks opportunities to improve knowledge, skills and performance through various channels such as but not limited to actively participating in Knowledge-Sharing, Brownbag sessions and Trainings.
QUALIFICATIONS:
Minimum of 2 years of hands-on experience
Proven track record identifying and championing appropriate new technologies
Strong knowledge and experience in server, network and applications, and problem resolution
Proficient with managing and prioritizing multiple projects
Strong communications skills and ability to impart information about technology
Advanced troubleshooting skills of familiar and unfamiliar technologies alike
May troubleshoot unfamiliar products through vendor or online documentation
Innovative and able to think out of the box
Superior analytical and problem-solving abilities with keen attention to detail
Exceptionally self-motivated and directed with ability to set and manage priorities judiciously
PROVISION:
Comes to work on-time according to the defined shift schedule. May also experience flexi time schedule depending on the business needs
Siegen Solutions