Description
Service description
- Track and register all incoming incidents and questions in a Case Management Tool, Access Rights Management Tool and Functional Mailbox.
- Resolve service requests by setting up required user ids, granting access rights to systems, applications, revoking access rights, deleting ids or escalate cases where necessary and follow up on open cases.
- Troubleshoot technical issues using personal skills, knowledge base, vendor literature and communication with team members.
- Work with the other user authorization administrators and other support personnel to meet Global KPI requirements.
- Other duties as assigned by management
Technical competences
- Microsoft environment knowledge
- Analytical ability to troubleshoot complex incidents
- Knowledge of support case management tools
Assignment description
- Logical user administration (access rights management) according to the security rules.
- Handling cases according to workflows defined in case management tools
- Resolving requests received from customers or transferred from Helpdesks and other support teams
- Escalating cases to other support functions when necessary
- Documenting solutions and develops instructions within user authorization