Acts as a single point of contact for all colleagues regarding IT issues and any other IT related questions. Provides multilingual support;
Offers IT technical support via email, phone, and chat to all colleagues, by following the current procedures;
Reviews all the open incidents raised during the day;
Analyzes the impact of the incidents by communicating with the colleagues;
Resolves or re - assigns the incidents using the defined escalation matrixes / the standard documentation and the standard templates available for the incidents;
Gives feedback to the colleagues regarding the status of the incidents and makes sure all the activities performed for the resolution of the incidents are documented in Service Now
Monitors several IT systems in order to prevent the occurrence of the recurrent incidents and minimize the impact for the colleagues.
Responsible for the access management process - monitors and controls the rights that our users are having in the IT Systems in order to assure the security of our systems.
Coordinate the request fulfilment process - create/ fulfil requests for colleagues for IT systems (PC Software, EC requests, file restore, AFIS accounts, IGET IT, L2L, etc);
Involved in the analyse of the IT process and propose solutions for automatization of the manual tasks to improve the quality of our IT services.
Involved in the transition process: participate at the requirements definition, testing and implementation
Core Responsibilities and Activities
Provide L1 support for Electronics plants globally as a main activity and support the rest of the other L1 colleagues from Asia
Involved in the communication process - inform the management for critical outages and keep the rest of the colleagues updated;
Collaborates closely with the regional and global teams to resolve the incidents and request based on defined KPIs
Part of Crisis situations to document all received complains, coordinate the testing with the users after the services are restored and provide feedback to the global/regional teams.
Responsible for the Termination process for the users based on predefined procedure
Perform UAT for IT side when required by the IT
Manager or by the IT Team Lead