Service Desk & Operations Specialist

Mission statement:

The mission of Hitachi Energy's Customer Experience Organization is to support our customer's mission critical systems by providing superior quality of services. The focus of the role is served as the primary point of contact for monitoring / owning incidents, addressing user requests/questions and providing a communications channel between other service management functions. In addition to these core functions, the role also more into application centric in relation to implementing, managing, operating and supporting the Axis service, Lumada & other offerings. Hitachi Energy Integration support customers in creating stronger, smarter and greener grids adapted to meet the needs of the changing power landscape. Our system solutions are designed and delivered to provide the highest lifecycle value with the lowest risk.

• You will attend to all customer ITO requests and Application requests in a timely manner and within SLA and KPI time frames and ensure that all interactions with Customers are pleasant and professional, while following Hitachi Energy standard call and ticket handling procedure.
• You will maintain a professional level of knowledge of information technology issues in a dynamic environment, monitor, support and troubleshoot implementations, problem analysis and resolution, daily monitor of the Production environment and administration.
• You will participate in and give feedback to contribute to the defined training plans, demonstrate self-motivation in managing self-training initiatives (self-study).
• You will ensure an accurate report of the resolution is documented in the call history including knowledge articles or technical documenters used in the resolution, ensure that you have completed and achieved all allocated development, training, audit and administrative tasks within the set time frame allocated.
• You will make significant contribution to continuous improvement of designated Customer Experience processes as they relate specifically to the global support, coach/ mentor all intermediate and junior associates accordingly by constantly offering assistance and perform random checks of their work to ensure consistency across the team.
• You will adhere to ALL processes, procedures, work instructions and knowledge base articles, NOT bypassing any steps or stages within the document, build professional relationships with all stakeholders and develop a positive reputation for all Global Support internal to Hitachi Energy and externally.
• You will ensure safe working procedures and practices are followed at all times, attend required health, safety and environment training, report injuries, incidents, hazards and near miss events. Model safe work behaviors in all aspects of work and actively identify hazards and risk controls.
• Living Hitachi's core values of safety and integrity, which means taking responsibility in own project actions in the site.

• Degree qualified in Information Technology, Business or Commerce with a focus on Application Architecture or IT Systems, or equivalent industry experience.
• 2 to 3 years of experience in an IT Service & Support role, in the application centric environment. Strong customer communication skills for understanding technical problems and clearly explaining solutions Highly developed problem-solving ability.
• Customer service focus and ability to understand and respond to customers business needs. Strong interpersonal and team skills with a proven ability to work effectively and efficiently in a team environment.
• Knowledge and commitment to adhere to security policies and procedures Sound understanding of network protocols particularly TCP/IP and exposure to Wide Area Networks Sound Microsoft Systems/desktop administration/management skills.
• Java/J2EE development basic programming JBoss Application Server SQL programming language experience highly regarded Strong level of analysis/troubleshooting skill in Window 10 Fast learner, flexibility, self-motivated and able to work independently.
• Must be able to work based on rotating shift roster (4 days' work week ,12 hours daily, 24x7 operations model. Shift hours is 5 AM - 5PM/ 5PM - 5AM)
• Desirable: Microsoft BackOffice Products (SQL, Exchange & SMS) Citrix Meta frame and Windows TSE Basic experience with LAN/WAN and hardware infrastructure Certification to the latest major releases of MS products (e.g., Windows 7 & 10.).
• Knowledge of major vendor server, hardware and equipment break fix methodology Working knowledge of security management including but not limited to firewall configuration and RSA tokens Internet and web technologies.
• Strong communication skills.