EXPERIENCE

Experienced Professionals

You will provide a range of services essential for the efficient operation of a client-focused technology service model. Specifically, you will:

• Act as the face of Technology for the local user base (and international businesses when required and as a key point of escalation for local incident management on any technology-related issues, managing and clearly communicating the progress and status of incidents across stakeholders and technology teams.
• Coordinate with customers and other departments to understand local project requirements and objectives, and develop written project plans
• Provide hands-on technical support, application support, and insightful advice to clients, including local on-boarding support and training on current technology and corporate policies
• Focus on providing clients with best-in-class support experiences, acknowledging and addressing all client queries, requirements, and needs with patience and empathy
• Educate clients on new technologies and processes to enhance technology adoption and promote client empowerment through the use of self-service portals
• Manage client expectations to enhance the overall technology experience and establish and maintain service level relationships with local and off-site technology service providers
• Work with in-house and third party Infrastructure, Application Support, and Development teams to resolve client issues quickly for local users, and be available to provide local support 7 days per week (during local office hours
• Be flexible and available for domestic and international travel
• Utilize Jira Service Management to document and track incidents, issues, and requests, and provide written documentation, updates, and root cause analysis on IT issues to management as required
• Assist in new hire onboarding, user moves, addition and removal of end user equipment, and perform daily AM and PM system and application checks as per documented procedures
• Diagnose and resolve technology issues and create knowledge-based articles for newly discovered issues.