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Core purpose of the job:To be a single point of contact to provide advice, guidance and the rapid restoration of normal services to its End-Users in his language

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  • Log incidents/Requests/Interactions into Service Desk System, track through to resolution and close tickets.
  • To use a systematic problem solving approach to analyse how to reduce the ticket (IM, RM & Interaction)
  • Ensure detailed explanations of user incidents and call resolutions are entered into Service Desk System.
  • Give additional support to ensure 24 X 7 Service Desk Operations as per the duty Roster. This includes sitting after office hours and/or taking calls/providing support through Service desk Mobile from home.
  • Research, resolve, and respond to inquiries based on Global standards and the use of Global support Systems.
  • Provide accurate and effective solutions directly to end users for incidents of moderate nature to ensure user productivity.
  • Ensure that incidents are escalated/prioritised in English in accordance with service level agreements and business need.
  • Participate in different project to enhance the support service for end users.
  • Perform health check of different HO resources such as printers, photocopiers, projectors, board rooms etc
  • Communicate planned and short-term changes of service to end-users and contribute to adding problem solutions to knowledge databases.
  • Provide day to day support to ensure smooth IT services.

Critical Selection Criteria:

  • IS/IT background with at least a Bachelors Degree in Computer Sciences / Information Technology
  • 2+ years work experience in Service Desk environment
  • IT Certifications are a plus but not mandatory

 

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