Job Description

Responsible for processing user access requests, following established and documented desktop procedures.

Responsibilities

• Performs user account management including account creation, password resets, access provisioning, and disabling user accounts when requested.
• Processes access requests submitted through ticketing system and/or email according to standard desktop procedures and service level commitments.
• Documents all actions and solutions according to standard desktop procedures.
• Provides telephone and/or email support related to access requests.
• Ensures user satisfaction including taking ownership of open tickets and ensuring issues are fully resolved or re-assigned to next level for assistance.
• Assists in troubleshooting and resolving access-related issues.
• Keeps co-workers and others informed regarding the status of tickets.
• Escalates or assigns issues to the relevant team as necessary.
• Prepares and distributes reports.
• Updates knowledge base information.
• Ensures line management are immediately made aware of high priority or high impact issues.
• Manages, meets and maintains service levels and ensure all tickets are dealt with in accordance with the service level agreements (SLA) and internal key performance indicators (KPI).
• Uphold the Crawford Code of Business Conduct at all times.

Qualifications

• Bachelor's degree in Information Systems/Technology or any related course.
• Two (2) or more years of experience in a technical support role.
• Customer service or Service Desk experience.
• Ability to establish and maintain effective customer-focused working relationship.
• Handles phone calls in a professional manner.
• Strong verbal and written communication skills, communicating clearly and effectively in English.
• Excellent problem solving and troubleshooting skills.
• Analyze, solve and communicate solutions to problems in an efficient, clear, and understandable manner.
• Handle multiple demands and competing priorities and adapt to new ideas and changes.
• Reach sound, logical conclusions regarding user needs and requirements.
• Read, interpret, explain and apply technical information for technical and non-technical users.
• Attention to detail and focus on quality.
• Allocate time effectively, work under pressure and manage tight deadlines.
• Maintain confidentiality and security of sensitive information.
• Make sound, independent decisions within established guidelines.
• Work collaboratively and effectively as a team member.