Job Description :
Responsible for managing an assigned individual incident through the Incident Management process, assessing their technical requirements and ensuring cross-team coordination to ensure resolution.
Works with various resolver groups to close issues and reaches out to other IT departments where deemed necessary. Charged with capturing and recording high quality information and actions, monitoring their ticket queues, and respond timely to new tickets.
Also tracks outstanding calls & work orders, and will contact users informing them of call progress and escalations in order to meet the Customer Focus objective.
Participates in broader Huntsman projects as appropriate eg. Acquisitions, disposals, major re-structuring projects and Projects raised by own or other Global IT Teams.
Deliver against a Service Desk Improvement plan, which is part of the overall Customer Service Improvement strategy
Helps identifying linkage from multiple incidents to potential problems or as the result of failed changes. Defines work instructions for resolving incidents within their team and knowledge transfer to other teams on Incident handling where appropriate.
Is ultimately accountable for timely handling, proper classification and diagnosis, and ticket data quality. Required to be involved in ticket follow-up activities (reviews).
Stays abreast of trends in service desk management, operations, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.
As a change coordinator, coordinate all activities required to complete a change. Identify and take actions to minimize risk.
Promotes self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
SOX). Provide local site training for users in standard desktop and local applications. Provide support cover & expertise during times of sickness / holidays within the site.
Acts as a local representative for any global Huntsman IT initiatives. Specifically, they will be responsible for any region specific site needs (global IT projects, vendor visits, local / regional controls, regional business development, regional issue escalation, licensing and asset management).
Liaises with external support organizations or third party suppliers (e.g., Dell, AT&T, ATOS).
Other general responsibilities :
g., Access Control, HR, Financial Systems).Performs as first point of contact for Site Management for all IT related issues / questions (if sole person onsite).