DevCloud IT Service Desk Specialist

Job description

IT is forming a new DevCloud Service Desk team and looking for passionate team members to provide frontline technical support and monitoring of the critical applications and infrastructure that power the Intel DevCloud Services that will be released to internal and external customers this year.

Job purpose and key responsibilities

• Responsible for first-level triage, investigation, resolution of Incidents, configuration, and coding of simple data fixes and other workarounds
• Continuously monitor mission-critical applications and infrastructure exceptions, analyze exceptions, and resolve or escalate to the next levels within service level agreements
• Proactively update the status of an issue to appropriate stakeholders
• Develop relationships cross-functionally to drive overall service improvement and Key Performance Index KPI for the department.
• Recognize systemic problems and respond appropriately per departmental procedure by effectively prioritizing and escalating these problems when applicable.
• Thoroughly and accurately document details of all internal and customer interactions.
• First Line Technical support 12-hour day and night compress work week shift.

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other related field with IT experience
• Knowledge of Service management processes and tools; including monitoring technologies and event management in complex IT environment
• Good understanding of applications and infrastructure interdependencies
• Strong analytical and problem-solving skills
• Passionate in global customer engagement and collaboration with employees of different backgrounds
• Ability to deal with ambiguity and urgency
• Ability to champion improvement initiatives, work effectively as part of a global team, and result-driven
• Excellent communication skills and strong stakeholder management skills.