PRIMARY RESPONSIBILITIES
- Provide first line support to SGS affiliates and external clients
- Fast paced handling of incidents / requests resolution, escalation and information routing.
- Deciding on incident severity/priority
- Validation and evaluation of technical and or operational information pertaining to the incident
- First contact resolution and troubleshooting via phone and remote access tools
- Managing Incidents throughout their lifecycle
REPORTING LINE
IT Service Desk Manager or Supervisor
SPECIFIC RESPONSIBILITIES
- Establishes controls to monitor the performance of the management systems.
- Validate, evaluate and classify incident / requests.
- Determine resolution and/or escalation path to ensure all issues are appropriately managed.
- Evaluate content of requests / incident report and gather information if missing any.
- Record distinct issues in the tracking tools.
- Keep track of known solutions, consult knowledge database and use findings to respond to senders/callers.
- Keep track of severity/priority 1 issues for appropriate escalation and follow-up.
- Recognize solutions for repetitive use and enter those in knowledge database.
- Complies with relevant Management Systems
- Complies with the QHSE policies including but not limited to:
- Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying fully with all applicable laws and regulations related to QHSE.
- Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.
- In accordance with the SGS QHSE Management System requirements, disposes of, or directs the disposal of, waste generated as a part of daily work performed in a safe manner and in compliance with all waste transportation and disposal regulations and requirements.
- Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.
- Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.
- Maintain a safe and tidy worksite.
- Maintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.
- Actively participates in incident investigations and risk assessments as deemed necessary by SGS management.