Processes incoming Customer requests received through various communications (for example, phone calls, email, system software, walk-ups) by correctly determining the needs of the Customer; utilizing department-specific terminology in order to direct requests correctly; escalating or resolving critical requests; and routing the Customer to the appropriate individual or department when necessary.
Ensures tasks are completed accurately and within guidelines by following appropriate documentation procedures; notifying management of discrepancies found between documentation and proper procedures; and facilitating the resolution of discrepancies within the documentation.
Troubleshoots and resolves complex issues by gathering needed information; formulating an action plan; performing actions as designated in the plan; interpreting the results to determine further action; utilizing online documentation, personal experience, and knowledge; and engaging support teams as needed to assist in the resolution of issues.
Manages and completes Customer requests from two of the four key areas of operations (systems, data warehouse, job scheduler, divisional status report) with minimal supervision by resolving hardware or application failures; assigning requests to other teams as required; following documented processes; and reviewing requests periodically to determine correct priority.
Obtains knowledge about the business and their team responsibilities by observing and interacting with teammates and asking them questions; attending training classes; and completing online computer based learning (CBL) sessions.
Responds to production interruptions, delays, and system failures by monitoring systems; identifying situations which require intervention as they occur; and following documented procedures to resolve the interruption or delay.
Assists in the development of team members by providing on-the-job training and sharing best practices. Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback. Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.
Schedule to work
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.Minimum Qualifications: 2 years experience in IT or related field.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Customer Care, Customer Service, Information Technology, Mainframe Technology, Microsoft Office, Troubleshooting