Associate - Global IT Service Desk @ Momentive Performance

Key Tasks and Deliverables:

• Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI s
• Pro-actively identify and communicate potential bottlenecks, problems and operational adjustments that improve the stability of IT operations.
• Identify key areas and support knowledge management based on IT Incidents and Service requests.
• Per requirements support IT projects and initiatives for testing, validation and document creation.
• Drive skillset improvement, knowledge sharing and intergroup training within the IT Service Desk to drive continuous service improvement (SME structure).

Position Objectives:

• Effectively resolve IT Incidents and IT Service requests submitted by Momentive end-users based on defined troubleshooting scripts, best practices and available knowledge management articles.
• Primary contact person for first line Incident resolution, knowledge sharing, coordination and communication of information required to be shared with IT Service Desk Analysts.

Key Metrics (KPIs):

• First call resolution,
• Abandon call rate,
• Customer Satisfaction surveys

Key Relationships:

• Internal: End-users, Senior IT management, 2nd and 3rd line IT support groups and their manager.
• External: Software vendors and service providers. Third parties that host applications for Momentive across the region.

Accountabilities:

• Primary contact person for first line Incident resolution Service Request fulfillment
• Knowledge sharing, coordination and communication of information required to be shared with IT Service Desk Analysts
• Provide main input for knowledge management opportunities
• Accountable to ensure adherence to IT policies and processes.

Minimum Qualifications

• Must be fluent in Microsoft Office Outlook, Excel, Word, PowerPoint, and, Visio and Project;
• Atleast 6 months of year of IT Service Desk experience

Preferred Qualifications

• Professional IT service management certifications preferred (ITIL)

Educational Requirements

• Bachelors degree related to Computer Sciences