What are the responsibilities and job description for the Onsite Support OSS Desk Side Support DSS position at Blupaceus?
Job Description
Job Description
Role :
Main contact for break / fix and onsite support
Provides the highest level of customer service, manages tickets, tracks all information in a call tracking system (SIM), uses the knowledge base along with their expertise to resolve level 2 issues / requests in a timely fashion
Works closely with level 1 team for quick and efficient service to end users
Escalates unresolved problem / issues / requests to the proper 2nd and 3rd level support teams
Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support
OSS to contribute and maintain relevant Knowledgebase
Main Tasks :
1st-2nd level & on-site support for client software, hardware, telecom and network incidents
Support for incidents related to group applications also support for incidents related to local applications
Active Directory / Exchange - Creation / Modification of Groups / User / Accounts / Mailboxes
Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
Break fix, provide meeting room and VISO conferencing support / troubleshoot
Document and maintain SOP's
Ensure compliance with Allianz and AZ Trade procedures and rules
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
Support Project Implementations
Responsible for Procurement as per Trade / Tech process
Responsible for IT Asset Management (CMDB) for Hardware and Software
Co-ordination of local, regional and central IT Team and with IT Changes
VIP support for offices which have HOD and C-level management
Reception desk and Walk in Centre (WIC) in locations where applicable
Walk-in centre for dedicated OSS support
OSS to contribute New Staff Orientation of IT services related topic, and incident / request handling. Manage UAM process.
Support end users with printing, meeting room and with Visio / Conference room equipment
Functional Skills / Experience :
Experience in IT
Good technical background of client hardware and software
Good knowledge of User account administration (AD)
Analytical skills and solution oriented
Knowledge of networking infrastructures
Good interpersonal skills and ability to work well with others
Excellent communication skills (oral and written)
Experience in an end user based environment
Ability to utilize applications for support, reporting and documentation
Able to communicate effectively with customers at all levels
Competency in Windows OS as a minimum requirement
Good understanding of the concepts of ITIL
Have skills such as remote support , O365, virtual desktop
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