Job Summary

The IVANTI Support Administrator plays a crucial role in maintaining operational excellence by independently resolving support tickets, providing on-call assistance, and conducting thorough root cause analyses. This position is vital for ensuring a seamless user experience and enhancing customer satisfaction through effective problem resolution and knowledge sharing.

Key Responsibilities

1. Provide Support For Escalated Incidents By Utilizing Ivanti Patch For Sccm (Shavlik) To Identify And Resolve Issues, Ensuring Compliance With Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Recurring Issues, Applying Analytical Skills And Ivanti Tools To Develop Solutions That Prevent Future Occurrences.
3. Enhance Team Knowledge By Creating And Managing A Knowledge Base, Documenting Best Practices, And Providing Training Sessions For New Team Members.
4. Independently Resolve Tickets Within The Agreed Service Level Agreements (Sla), Employing Ivanti Patch For Sccm (Shavlik) To Ensure Timely And Efficient Problem Resolution.
5. Strive For Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopen Cases.

Skill Requirements

1. Proficient In Ivanti Patch For Sccm (Shavlik) For System Management And Patch Deployment.
2. Strong Analytical Skills For Conducting Root Cause Analyses And Troubleshooting.
3. Familiarity With Ticketing Systems And Service Level Agreements (Sla) Management.
4. Effective Communication Skills For Training And Knowledge Sharing Within The Team.

Other Requirements

1. Optional But Valuable Certifications: Ivanti Certified Professional, Itil Foundation Certification