Job Description

Key Results / Accountabilities expected from role:
1. Troubleshoot, resolve, and escalate reported incidents in ServiceNow (ticketing system) as needed.
2. Escalate unresolved issues to the appropriate support teams or vendors.
3. Monitor ServiceNow to provide timely remote support and ensure operational issues are addressed promptly.
4. Ensure all communications (calls, chats, in-person interactions) are accurately logged in ServiceNow.
5. Respond to client inquiries, take ownership of user problems, and proactively address user issues.
6. Assist with ad-hoc IT support requests, including software troubleshooting and hardware installations.
7. Promote the IT Connect Service Portal (ServiceNow) and guide users on incident and service request creation.
8. Prepare clear instructions and documentation for internal clients.
9. Support the Ordering and configure computer systems, mobile devices, and peripherals in accordance with Keller Group IT standards.
10. Manage users and devices in Intune or Active Directory and maintain asset records in ServiceNow to forecast and manage spare device inventory.
11. Ensure new users are properly onboarded with Keller-enrolled devices, following Group IT procedures.
12. Ensure all requests comply with company policies and procedures.
13. Liaise with approved vendors and suppliers to confirm deliveries and arrange support.
14. Provide information and assistance for Keller Group IT initiatives as requested.
15. Attend internal Keller IT meetings and contribute as needed.
16. Deliver exemplary customer service for all support inquiries, consistently upholding service management standards and meeting SLA obligations.
17. Administer the Proofpoint portal for email management.

Skills Required