Job Description for Java Developer – Experienced

Key Accountability Areas

• First-line support for incoming calls, chats, evaluation, and assignment to appropriate support teams.
• Ensure compliance with quality guidelines and SOPs in processing user requests.
• Provide advanced troubleshooting to users seeking assistance.
• Efficient creation, modification, and termination of user access in AD and Global Applications.
• Timely response to user follow-ups.
• Evaluate and escalate business-critical incidents based on impact assessment.
• Send alert notifications via third-party applications.
• Open and manage business-critical incident bridges.
• Maintain excellent customer experience for users and customers.
• IT Support (advanced troubleshooting and account management) for global employees.
• The Global IT Service Desk operates 24×7, requiring strong availability and flexibility.

Specialist Knowledge & Skills

• Proven customer service experience in a technical environment.
• Extensive working knowledge of MS Active Directory (AD) and related tools.
• Strong proficiency in advanced PC troubleshooting techniques.
• Experience with IT incident management and alert handling tools.

Interpersonal & Communication Skills

• Exceptional verbal and written English communication skills.
• Ability to collaborate effectively in a multi-disciplinary, cross-functional environment.
• Adaptability to changes in the working environment and effective multitasking skills.
• Proactive problem-solving attitude with attention to detail and accuracy.