Information Technology Service Desk

Roles and Responsibilities :

• Assist in solving technical computer operation equipment problems.
• Initiating corrective actions or carrying out instructions to resolve system problems on production jobs.
• Identify, escalate (eg, COMPANY Internal IT Team or Level 3 escalation), manage resolution , and close Incidents Manage Root Cause Analysis process on recurring Incidents
• End User AntiVirus Support
• Respond to user requests for information and assist in problem solving.
• Record documents and keep historical records on Information Technology production issues.
• Visit and inspect IST facilities in Video Conference Room (WebPresent, Cisco Video Conference) Daily (Morning)
• Develop and maintain service level agreements with the company's various user departments and business units. Performing at or above the company's Information Technology performance standards.
• Assist enable enforcement of compliance with configuration management standards and appropriate optimizations on desktop
• Provide SAP Authorization to SAP users that exists according to the appropriate role validated by the business Authorization Manager/SAP.
• Utilize remote control tools to manage and implement compliance with configuration management standards
• Provide Level 1 assistance with questions regarding hardware and Software features, functionality, and usage per Help Desk Supported Hardware and Software Attachment
• Manage end user accounts ((Windows, Email, SAP), i.e. reinitialize/modify passwords and unlock accounts.
• Coordinate Service delivery with other support groups in party all three IST Divisions, as required
• Assist in coordinating the resolution of software application/system issues that impact production.
• Assist users for SAP Basic Navigation
• Maintain contact with users on operational and production issues.