Officer, IT Support (0415)

Work management and administration:
- The focal point to receive support requests, update information into the system.
- Evaluate and classify requests from the unit, directly handle difficult requests according to the process and allowed scope.
- Guide users, provide sample forms in technological processes according to quality commitment
- Forward requests and incidents to a higher level of support
- Inform the customer about the status and progress of the request processing
- Handle service requests in assigned arrays.
- Understanding technology service catalog and drafting instructions for handling support requests, common problems, managing support service catalog.
- Investigate customer satisfaction after receiving support.
- Monitor and ensure service quality targets (Service Level, User satisfaction rate, request readiness rate, missed calls rate).
- Supervise the implementation of decentralization, ensuring correct and sufficient implementation.
- Implement internal communication according to incident management process.
- Collect data and make reports on technology support (periodic and ad hoc reports at the request of leaders).
- Analyze, evaluate, give suggestions, recommendations and coordinate implementation to improve the quality of support services and decentralize the system.
- Coordinate the implementation of plans within the scope of Technology Support to achieve the goals set out in the information technology strategy.
- Participate in and directly compile processes, regulations and guidelines related to support work
- Report periodically to Technology Support Team Leader, Technology Support Manager.