This is a Head office based G-7 level position that will be reporting to LGO Service Desk Manager. The person will be mainly responsible for the following activities :
• Log incidents/Requests/Interactions into Service Desk System, track through to resolution and close tickets .
• To use a systematic problem solving approach to analyze how to reduce the ticket (IM, RM & Interaction)
• Ensure detailed explanations of user incidents and call resolutions are entered into Service Desk System.
• Give additional support to ensure 24 X 7 Service Desk Operations as per the duty Roster.
• Research, resolve, and respond to inquiries based on Global standards and the use of Global support Systems .
• Provide accurate and effective solutions directly to end users for incidents of moderate nature to ensure user productivity .
• Interact with other analyst in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction .
• Keep users informed of status of open service request/incidents and assist with system monitoring responsibilities
• Participate in different project to enhance the support service for end users .
• Assist IT Team in migration of end user's machines from Snow4 to Snow5 .
Performance Expectations & Skills for Internal Candidates :
• Service Desk Operations including task prioritization, continuous improvement and implementation of best practices
• Problem solving and analytical skills (Understanding of operating system, local area network )
• General IT infrastructure knowledge, Network, Servers, IP Telephony, Operating system to facilitate end users
• Hardware installation and troubleshooting
Qualification & Knowledge:
• IS/IT background with at least a bachelors degree in Computer Sciences and 2 + years work experience in Service Desk environment.
Following behaviors from Nestlé Leadership Framework are critical for success in this role:
• Understand The Business Environment
• Results Focus
• Practice What You Preach
• Proactive Cooperation
• Know Yourself
: Information Technology
: Nestle Pakistan Ltd.
: May 14, 2018, 4:37:31 AM