• Support Trainee

    Posted Date 2 weeks ago(08/01/2019 14:58)
    Job ID
    2019-2747
    # of Openings
    1
    Job Location(s)
    US-New York, NY
    Category
    Facilities/Operations
    Post End Date
    15/03/2019
  • Overview

    The Support Trainee learns the basics of both internal and external client support for Hogarth’s proprietary software products, Fido and ZONZA, as well as the other software tools that keep our business running.  From timekeeping to production and financial systems, this role will touch all technologies used by Hogarthians each day. 

    Responsibilities

    • Logging all incidents/service requests, allocating categorization and prioritization codes
    • First line investigation and diagnosis
    • Resolving incidents and service requests
    • Escalating problems to 2nd and 3rd line support teams
    • Maintaining Knowledge Base in terms of processes/ procedure documentation
    • Liaise with the end user (employees)
    • Participating in Major Incident Handling events
    • Ensure that Service Level Agreements are adhered to
    • Attend regular application support meetings with international application support teams

    Qualifications

    • Attention to detail and organized
    • Some work experience in an advertising agency or marketing environment
    • Great computer skills
    • Good written/oral communication skills
    • Great interpersonal skills

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