WORKING LOCATION: India - Bangalore
OVERALL OBJECTIVES: IT Service Management
RESPONSABILITIES/MAIN ASSIGNMENTS:
Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and any other formal means authorized by Eurofins IT Security. The Quality Systems Service Desk Agent effectively manages incidents, service requests, knowledge resources, changes, and problems.
OTHER ASSIGNMENTS:
More specifically, but not limited to, the Quality Systems Service Desk Agent duties are:
- Perform overall Quality Systems monitoring, maintenance and configuration;
- Monitor support queues and provide response/support to customer inquiries through email, phone, and the service portal;
- Triage and solve the assigned requests according to the service desk's standard operating procedure;
- Perform approved changes using applicable graphical interfaces and/or scripting language;
- Monitor and operate cloud performance and workloads;
- Determine workload criticality, impact of disruptions, or performance degradation;
- Maintain asset and workload inventory;
- Maintain operational compliance;
- Protect workloads and associated assets;
- Recover assets if there is performance degradation or business interruption;
- Mature functionality of core platforms;
- Continuously improve workload performance;
- Ensure Service Level Agreements (SLAs) are met to maintain high-quality service;
- Interact, whenever appropriate, with higher level support entities to address resolution of issues;
- Escalate issues as needed;
- Organize and maintain file systems to monitor and track user complaints and problems;
- Provide detailed reports on troubleshooting efforts, ensuring an organized and efficient approach;
- Support Project Managers preparing required documentation;
- Support Quality Team preparing or executing test scripts.
