Lead IT Support Engineer
ORANGE
Total years of experience :14 years, 1 Months
Ensure that the Service CAS provides is fit for purpose and meets the agreed service level
• Build a variety of measures to place quality at the heart of the team such as Continuous Improvement.
• Working with service level engineering and management teams to ensure requirements for team to achieve the assigned mission.
• Monitoring performance by gathering relevant data and producing statistical reports to deliver technical and management systems reports
• liaising with service level auditors and ensuring the execution of corrective action and compliance with customers' specifications
• Participate and provide expertise in resolution of complex issues
• Manage outreach and increase satisfaction activities for the users’ community
• Grow functional expertise on a specific CAS functional area
• Continuously expand the team’s perimeters. Own the support for the new activities for the new areas
• responsible for the availability, performance, stability capacity and related KPI of overall application.
• responsible for resolving incident and fulfill service request as 2nd line support and related SLA/OLA;
• responsible for the deployment of new change on application and related SLA/OLA;
• responsible for managing daily business operation support activities, such as bill run, etc, meeting the SLA.
• Maintain application management SOP and policies
• Prioritize, schedule and respond to service requests.
• Conduct training to IT staff and end users where necessary
Job Purpose:
The Orange Business Services IT help desk is supporting the internal employees globally on 500+ corporate applications and services.
The Orange Business Services IT help desk receive and manage FT international helpdesk requests.
The Orange Business Services IT help desk receive the employees requests through a web tool or by phone and try to solve them using the documentation available in the knowledgebase and their IT skills and knowledge, if not, it ll be escalated to the next level of support.
Orange IT Help Desk is the single point of contact for all IT related incidents. IT helpdesk agent will document, troubleshoot and resolve all IT/PC related customer incidents
Key Tasks and Responsibilities:
• Provide timely and professional technical support for all IT incidents
• Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents
• Provide updates to the customers per incident fault management guidelines. Updates include managing ITSM bulletin board, Email and Telephone communication to the end user
• Perform technical escalations in line with ITSM Fault Management policy
• Ensure incidents are routed to the proper next level/organization as part of the incident management process
• Liaise with other relevant departments e.g. ITCS Analyst, Central Application Support team, Data Center Operations, Local IT, Network support, etc. to ensure all incidents are managed properly
• Document all troubleshooting and case management actions via Remedy incident management system.
• Telephone support and shift hours mandatory