Global Support It
1 week ago
- Pune, India
- Experience
- 0 Job Type
- Full Time
Job Description
Skills:
- Base knowledge about ITSM / ITIL
- Appropriate customer communication
- Basics of IT technology
- Knowledge of Camelot solutions
- Quick comprehension & good overview
- Willingness to collaborate with other teams (independent of location)
- Strong focus on process compliance
1st level tasks include more than just working off tickets, you need to be part of the whole support organization.
- Ticketing
- Answer phone calls, convert into tickets.
- Review tickets for completeness & correctness, adjust if needed.
- Resolve tickets, if not possible:
- Dispatching to 2nd & 3rd level support
- Emergency handling
- Monitoring
- Keep the overview with dashboards & ticket queues.
- React to notifications & alerts.
- Knowledge sharing
- Update runbooks on known cases
- Keep documentations updated.
- Create & perform internal trainings.
- Maintain help articles for customers to avoid ticket creation.
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