Qualifications

• Bachelor’s Degree preferred
• Proficiency in English. Bilingual preferred with a good knowledge of Spanish/Italian/German/Japanese
• An ITIL qualification is preferable but not essential
• Sound understanding on customer support, operations and processes

Responsibilities

• Provide first level technical assistance via phone and electronically
• Support the company’s content management and file sharing application
• Assign and maintain user access to the file sharing application
• Initiate and complete onboarding and offboarding activities for all new hires and exits
• Provide training on functionalities and capabilities of the File sharing application
• Identify potential issues and Troubleshoot application related issues
• Identify and escalate situations requiring urgent attention
• Work with the vendor directly to resolve issues
• Act as a single point of contact for users
• Escalate recurring problems to the Service Desk supervisor
• Follow up with end users to provide status updates as per Service Level guidelines
• Support end users with their use of all Internal applications
• Log all incidents and requests in the ITSM tool
• Identify new issues and contribute to Knowledge Base development stay current with system information, changes and updates
• Adhere to the documented policies and procedures