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This is a regional IT Service Support level II position with experience in leading high functioning ticket based regional service delivery support teams. The ideal candidate must have a strong background in customer service support and resolution methodologies, with the ability to organize, prioritize, and execute ticket closures according to SLA targets.
The individual will be responsible for answering all trouble tickets reported to the support desk, troubleshooting end-user service requests, documenting, tracking, and monitoring issues to ensure timely resolutions, escalating issues appropriately, complying with Corporate and IT policies and procedures, participating in IT projects when required, conducting research into computing issues, assisting IT development staff with application problem identification and resolution testing, and planning, managing, and executing ongoing regression and release-oriented testing for business applications.
