Primary responsible for performing the following tasks or activities:
• Incident Management - triage, troubleshoot, resolve and when necessary escalate IT-related issues that are reported by end-users from supported ContiTech locations either via phone, email, chat, online ticket
• Request Management - monitor progress of escalated requests to other IT Support Groups and proactively chase assignees of the request to drive timely fulfillment of the request
• Access Provisioning - review, fulfill and when necessary escalate IT-access related requests submitted by end-users from supported ContiTech locations (e.g. new hire access request, additional access request for existing end-users)
• Access Termination - review, terminate and when necessary escalate IT-access related requests submitted by end-users from supported ContiTech locations (e.g. end-user resignation or termination, access freeze for identified end-users)
Secondary responsible for performing the following task when Senior Associate IT Consultant Service Desk are unable to manage the task (e.g. staffing deficit, engaged on an urgent issue):
• Actively monitor and chase high severity incidents and urgent requests to ensure they are worked on continuously until resolution; provide regular updates to parties that need to be notified until high severity issue is resolved.
II. Continuous Improvement
• Knowledge Management - report discrepancies (e.g. missing, outdated, inaccurate) with knowledgebase articles used by Service Desk Associates troubleshooting, processes and procedures
• Knowledge Management - assist in creating new and updating existing knowledgebase articles for Service Desk troubleshooting, processes and procedures.
III. Ad-hoc and Projects
• Participate on IT projects where TE WW Service Desk MNL involvement is required
continental