1st Level Support
ALTEN Romania, part of the international ALTEN Group - with a unique position as Leader in IT & Engineering Consulting, provides support for its clients’ development strategies in the fields of innovation, R&D and IT systems since 1996. The company comprises 2 divisions specialized on its core capabilities: ENGINEERING and IT. These two divisions are: ALTEN TECHNO and ALTEN KEPLER.Cerinte
To ensure success in this role, you need the following experience and skills:
Proficient in relevant computer applications : MS Office (Documents, Presentations, Spreadsheets)
Logical thinking skills
Attention to detail and accuracy
Good problem solving skills
Excellent written and verbal communication skills
Good English language skills
Previous experience of tools administration and support
Adaptable and flexible to work in different shifts
A typical day might include the following:
Responding promptly to level 1 support requests (via email, SCCD ticketing system, instant messaging (24 x 5) and telephone (06:00-18:00 GMT) for the Project Services Department.
The Support Desk response times are defined for each individual PM Tool.
Ensure the support requests are captured for metrics purposes via User Directory
Solving level 1 problems related to standard Methods and PM Tools within SLA (service level agreement) . SLAs are defined in correspondence with their Severity .The SLA for responding to a ticket is 24 hours for Severity 1 issue (critical business impact) , 3 days for a Severity 2 issue (major business impact) and 7 days for a Severity 3 issues (minor business impact),
Working with level 2 support colleagues for any more complex problems
Process IPWC User ID registrations and Program requests
Produce metrics reports when required.