Vacancy caducado!
- Respond to incidents reported by end users related to application/product issues
- Manage problem logs with software vendor
- Perform appropriate software application troubleshooting to determine true nature of problem, and utilizing documentation, online assistance and expertise of other staff members, when necessary.
- Successfully interpret and capture information for classifying requests.
- Properly route requests requiring additional approval.
- Work with external vendor support services and systems to resolve software application issues
- Escalate complex or troublesome issues to software vendor and/or to the appropriate IT application management team
- Take ownership of tickets assigned to ensure proper follow-up and follow through on issues.
- Trains and orients staff on best practice use of software applications supported
- Follow and enforce SCA/IT policies and procedures.
- Efficiently manage daily work queue. aria-hidden="true" aria-hidden="true"
- Experience with Service Desk ticketing software (BMC Remedy Force preferred)
- Excellent written skills to handle email correspondence
- Excellent MS Office skills – Outlook, Word, Excel and PowerPoint.
Vacancy caducado!