Address initial inquiries regarding technical problems and provide solutions.
- Refer complex problems to advanced support teams.
- Record, track, and document support incidents and interactions accurately in the support ticketing system.
- Resolve technical issues through troubleshooting, research, and analysis
- Resolves system fallouts with team members in IT Support
- Conducts research, analyzes data, and presents solutions for customer/partner open issues.
- Acts as a point of escalation and collaborates with other functions(Delivery, Operations, D&TO ) to drive resolution of operational issues of medium to high complexity in support of the customer/partner requirements.
- Consults and advises on system matters of medium complexity to internal clients at peer levels and above.
- Addresses and resolves complex operational issues, escalations, and challenges promptly, minimizing business disruptions.
- Performs customer/partner data clean-up, validation and alignment in HP ERP system to resolve and prevent future operational incidents.
**Education and Experience Required**
First-level university degree or equivalent experience; may have advanced university degree. Typically 3-4 years of related experience, preferably in supply chain, customer service, procurement or financial management. Typically 1-2 years of experience IT systems troubleshooting 1-2 years IT Support background preferred
**Knowledge and Skills**
Excellent communication skills (e.g. written, verbal, presentation); mastery in English and local language as well as other languages as required. Developing consulting, negotiation and influence skills. Solid understanding of core HP businesses and the revenue cycle. Superior research and analytical skills. Good knowledge of Microsoft Office tools, particularly Excel, Word, and PowerPoint. Proven ability to collaborate and network with other groups and functions to reach business objectives, in support of the customer/partner requirements. Proven ability to establish and maintain good relationships with external customers/partners on peer level and one level above
