Description
IT Support (Cisco)
Experience:
- 4+ years of experience in support of systems like CISCO telephony and/or Genesys Call Center tool.
Responsibilities:
- Responsible for attending to daily support requests from IT team, Business Team & Call Center agents on telephony
- Understand the problem, explain existing processes to educate the callers, else route technical issues to Infra Support team (Innovative Solutions 4 Finance, IS4F, infra partnership by IBM)
- Rollout and help with teleworking equipment (remote or homework tool kit being rolled out for internal employees)
- Understand and identify recurring problems and create processes for resolutions
- Understand integration issues between CISCO & Genesys (and/or with MS Lync) to help in identifying reasons to go for a unified solution with one telecommunication provider
- Prepare and share regular reports on the support and issues being resolved, and deliver organization metrics for senior management consumption
Personal competencies:
- Quick learner
- Strong problem solving ability
- Should understand user issues and understand business impacts
- Good and clear communication skills.
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ITHR Group is acting as an Employment Business in relation to this vacancy. ITHR Group is an Equal Opportunities employer; we welcome applicants from all backgrounds.