J

O

B

DESCRIPTION The
Lead IT Support center Associates a key member of the Global IT Operation team. In addition to providing tier 1 & 2 support to end users, as team lead you will ensure that the Support Centre team manages incidents relating to in-house computing systems or SaaS/Cloud services in an efficient and service focused manner. As lead, you will monitor incoming calls to the Support Centre via both telephone, e-mail or directly via our ServiceNow ITSM platform. As Support Technician, this role requires courteous, timely, and effective resolution of end user issues, active monitoring of incidents for recorded accuracy, assist in troubleshooting difficult problems, advising on appropriate actions, or redirecting to appropriate 3rd level resources RESP

• ONSIBILITIES Eff

e

• ctively respond/resolve requests for technical assistance in-person, via support centre phone calls, and/or electronically (up to 70% total work). Assi
• sts in monitoring and directing the IT support work queues to ensure support SLAs are meet. Work
• s with the 2nd and 3rd level IT staff in solving problems related to Critical incidents, RB application systems, infrastructure and associated software products. Acts
• as the backup for the IT Support Centre Supervisor. Subj
• ect matter expert for the Support Centre Team on the RB Saleforce application. Assi
• sts with setting annual goals and provides input for annual performance reviews Adhe
• re to and follow standard IT Operations procedures Iden
• tify and escalate situations requiring urgent attention according to the Operations standard operating procedures for incident management. Diag
• nose and resolve technical hardware and software issues or redirect problems to appropriate resources if required, including documentation of resolutions. Pro-
• actively research questions using available information resources. Advi
• se users on appropriate actions. Dili
• gently log, track and monitor all IT Operations interactions and requests. Prep
• are activity reports. Trac
• k and route problems and requests and document resolutions via ServiceNow. Conf
• igure and test outgoing workstations, new system configurations, applications, etc. Keep
• abreast of current changes and updates related to IT technology. perf
• orm other duties as assign QUA

L

• IFICATIONS A m

i

• nimum of four (4) years’ experience, preferably in IT support or related customer service position. A pr
• oven commitment to providing excellent customer service. Stro
• ng problem resolution skills and the ability to think practically, on your feet. Abil
• ity to effectively prioritize and execute tasks in a high-pressure environment. Exce
• llent written, spoken, listening, and interpersonal communication skills in English to communicate IT-related issues to non-IT customers High
• ly organized, detail-oriented and diligent, able to multi-task effectively in a fast-paced environment. Expe
• rience working effectively in a team-oriented, collaborative environment. High
• ly self-motivated and self-directed. Prof