Job Description

SUMMARY:xc3x82 Level 1 Support Agents

• Junior Resources (1-2 yearxc3xa2xe2x82xacxe2x84xa2s working experience)
• 4 English Speaking, 2 English and Portuguese Speaking xc3xa2xe2x82xacxe2x80x9c Basic Skills
• Shift Requirement xc3xa2xe2x82xacxe2x80x9c resources will be divide...

POSITION INFO:xc3x82 Level 1 Support Agents

• Junior Resources (1-2 yearxc3xa2xe2x82xacxe2x84xa2s working experience)
• 4 English Speaking, 2 English and Portuguese Speaking xc3xa2xe2x82xacxe2x80x9c Basic Skills
• Shift Requirement xc3xa2xe2x82xacxe2x80x9c resources will be divided into shifts to cover 12x7
• 100% on site in Belville
• Basic IT Support Skills (Systems not desktop), ITSM process experience will be beneficial
• Perform activities based on Guides Provided
• Interact directly with End-Users of the systems

Expanded duties:

• System Health check (e.g. backups, server health, integration reporting)
• End user support triage and escalation to L2 users
• Simple user requests (e.g. over the shoulder support, FAQs)
• Service Request processing (e.g. User onboarding)
• System personlisation (e.g. search filters)
• Respond to end user queries (e.g. access level queries, reporting, user-level incidents)
• Respond system event alerts, log faults (e.g. System performance incidents)
• Usability checks (e.g. system responsiveness)
• Create problem records (e.g. for repeat incidents)
• Data Quality checks (e.g. foundation data validation)
• Integration reportingxc3x82 (e.g. ticket status alignment)
• User attestation reports

Skills

• System Health check (e.g. backups, server health, integration reporting)
• End user support triage and escalation to L2 users
• Simple user requests (e.g. over the shoulder support, FAQs)
• Service Request processing (e.g. User onboarding)
• System personlisation (e.g. search filters)
• Respond to end user queries (e.g. access level queries, reporting, user-level incidents)
• Respond system event alerts, log faults (e.g. System performance incidents)
• Usability checks (e.g. system responsiveness)
• Create problem records (e.g. for repeat incidents)
• Data Quality checks (e.g. foundation data validation)
• Integration reportingxc3x82 (e.g. ticket status alignment)
• User attestation reports

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