Job Description
Responsible for processing user access requests, following established and documented desktop procedures.
Responsibilities
- Performs user account management including account creation, password resets, access provisioning, and disabling user accounts when requested.
- Processes access requests submitted through ticketing system and/or email according to standard desktop procedures and service level commitments.
- Documents all actions and solutions according to standard desktop procedures.
- Provides telephone and/or email support related to access requests.
- Ensures user satisfaction including taking ownership of open tickets and ensuring issues are fully resolved or re-assigned to next level for assistance.
- Assists in troubleshooting and resolving access-related issues.
- Keeps co-workers and others informed regarding the status of tickets.
- Escalates or assigns issues to the relevant team as necessary.
- Prepares and distributes reports.
- Updates knowledge base information.
- Ensures line management are immediately made aware of high priority or high impact issues.
- Manages, meets and maintains service levels and ensure all tickets are dealt with in accordance with the service level agreements (SLA) and internal key performance indicators (KPI).
- Uphold the Crawford Code of Business Conduct at all times.
Qualifications
- Bachelor's degree in Information Systems/Technology or any related course.
- Two (2) or more years of experience in a technical support role.
- Customer service or Service Desk experience.
- Ability to establish and maintain effective customer-focused working relationship.
- Handles phone calls in a professional manner.
- Strong verbal and written communication skills, communicating clearly and effectively in English.
- Excellent problem solving and troubleshooting skills.
- Analyze, solve and communicate solutions to problems in an efficient, clear, and understandable manner.
- Handle multiple demands and competing priorities and adapt to new ideas and changes.
- Reach sound, logical conclusions regarding user needs and requirements.
- Read, interpret, explain and apply technical information for technical and non-technical users.
- Attention to detail and focus on quality.
- Allocate time effectively, work under pressure and manage tight deadlines.
- Maintain confidentiality and security of sensitive information.
- Make sound, independent decisions within established guidelines.
- Work collaboratively and effectively as a team member.
