• Attend the store incoming calls and take timely action according to the next level escalation procedures when required, e.g. escalation of Priority One incident occurred at stores
  • Perform basic troubleshooting for store issues based on known or defined procedures, e.g. unlock user accounts, reset passwords
  • Perform ticket logging in ITSM ticketing system
  • Keep track on the logged helpdesk tickets status until ticket closure
  • Gather and handle store service requests from the users
  • Coordinate with vendors and internal support team, and handle the reconfiguration & repairing of different hardware equipment/devices in stores
  • To do data recovery for Stores and SSC that related to Data Management
  • Provide out of office emergency support as needed per banner requirements
  • Comfortable to work patiently for long hours and on weekends as well
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