IT Service Desk Agent

Responsibilities

- 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 fulfillment process - create/ fulfill 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.