• Respond to client issues received by telephone, voice mail, e-mail and via the customer portal.
• Manage and complete scheduled tasks on time.
• Ensure effective client communications take place.
• Ensure the effective assignment and escalation of incidents to Level 2 and Level 3 support teams where appropriate.
• Advise the Team Lead and/or Shift Manager of emerging issues.
• Adherence to ITIL processes.
• Contribute documentation to the shared knowledge base.
• Ensure all changes are documented through the change management process.
• Execute change management tasks in line with defined processes.
• Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients.
• Assist and mentor team members in Ensono’s structured approach to troubleshooting problems.
• Act as a role model and mentor for fellow team members.
• Set up client and internal bridge calls as requested.
• DG office team only – provide emergency DC escort services (EGV).

Knowledge

• A basic to intermediate understanding of Infrastructure technologies including Unix, Microsoft Windows Server, Storage/Backup and Networking.

• Demonstrable experience of working in an IT infrastructure focused helpdesk role.
• Basic technical awareness of IT server infrastructure
• Knowledge of the ITIL framework desirable
• Additional preferred knowledge:  VMware, AWS/Azure

Skills

• Excellent customer service skills
• Excellent demonstrable written and verbal communication skills.
• Confidence in liaising with other personnel
• Ability to multi-task and work well under pressure
• Good team working skills essential
• Ability to document processes and procedures in a clear, concise and logical manner.
• ITIL certification desirable
• Able to communicate in groups with confidence and conviction

Experience

• At least 12 months experience in an IT role i.e. Helpdesk
• Knowledge of a call management system and its function
• Knowledge of ITIL and its function within IT

Shift Information

Front End Day Shift: Sun-Tues (0630-1900 CST), Alternate Wednesdays (0700-1530 CST)