Job Summary
*Managing Service-now GAM queue for requests and incidents.
*Creation, modification and updating users account via unified service management tool.
*Provisioning Admin rights on users PC via CyberArk.
*Provisioning additional access services such as VPN, Pushmail and Internet access.
*Access management of network share drives.
Creation, modification and updating Active Directory (AD) access groups; Security and Distributions AD groups.
*Liaising with vendor for vendor specific requests.
*Liaising/Following-up with users for approvals and update on request status via email, chat and phone.
*Participating in the team to complete Ad-hoc/bulk tasks.
*Propose Knowledge Base articles and bridging the Knowledge GAP.
*SLA adherence of all Incident tickets and Request Tasks for closure
*24X7 operations with rotational Shifts.
**Mandatory to work from office for all new joiners as per company policy.
Key Responsibilities
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.