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L1.5 Support Technician
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on North Carolina data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$53,490 / year median in North Carolina
-1% projected decline
Job Description
- Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
- Stakeholder management, share regular updates and assist in preparing operational reports
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME's on functional issues
- Coordinate communications between suppliers, OEM, and business stakeholders for their particular area
- Tracks and report progress to stakeholders
- Working experience in "ServiceNow" and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
- Shift timings : Monday to
Friday:
Morning 7 AM to 7 PM. Will be limited to 8 hrs of working daily- On-Call support beyond Office hours during emergency
- Extended Shift timings based on customer requirements during emergency
- Working with Manufacturing Customer will be an added advantage
- IT endpoint knowledge, applicable on production lines, plus endpoint support.
- Day to day incident monitoring and resolution (Service Now preferred)
- Interaction with client (IT & Business users) on functional issues
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME's on functional issues
- Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
- Tracks and report progress to stakeholders
- Willing to work in shifts, this is mandatory
- Gemba Walk in Shopfloor Generic Managerial Skills, If any
- Flexible
- Excellent communication skills
- Continuous learning attitude
- Team worker