Purpose:
As an ITOS Incident Coordinator, you are part of a dynamic team that is the first line of defense in making sure any incidents, monitoring events, or service requests are quickly identified, logged, communicated, and appropriately dealt with either through known resolution procedures or escalation. You will work closely in tandem with second-tier support teams and other IT functions such as infrastructure, networks, telecoms, enterprise applications, and software development.
Responsibilities:
- Provide comprehensive first-tier IT support for the efficient resolution of incidents and requests.
- Handle multiple incoming Events and Reports: acknowledge, interpret, prioritize, document, investigate & resolve (or escalate), and notify.
- Assist in Root Cause Analysis.
- Ensure lower-priority incidents are handled and followed through to completion.
- Provide excellent customer service skills, problem-solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure customer satisfaction.
- Identify potential systems problems and escalate to internal or external teams for resolution.
- Work with Customer Service and stakeholders to establish the appropriate expectation and response time for resolution of incidents and requests.
- Further develop technical aptitude and customer service knowledge, skills, and abilities.
- Provide and communicate timely feedback to internal and external stakeholders via phone, email, or other forms of communication.
- Perform related tasks as needed or assigned.
Requirements:
- Excellent English communication skills, both verbal and written.
- Knowledge of major desktop software applications, hardware, and networking concepts.
- Ability to quickly analyze issues and determine possible causes, and to identify appropriate solutions or escalation paths. A high aptitude for problem-solving is required.
- Ability to understand and empathize with customer concerns/issues, remaining committed to providing quality results.
- Ability to apply discretion resulting in appropriate/desired resolutions.
- Autonomous, detail-oriented, highly organized, and quick to adapt to changes.
- Ability to work on a rotational shift basis, on weekends, and outside of typical business hours.
- Ability to connect and build relationships with customers via virtual methods, phone, email, and instant messaging.
Qualification/Desired Skills:
- Degree or technical certificate with two or more years of technical support experience, OR comparable training with technical support experience.
- Experience in a technology support organization, supporting remotely located end users and working with monitoring systems and ticketing tools.
- ITIL® Foundation certification.
Apply now with link below:
https://careersantigua.recruitee.com/o/itos-incident-coordinator