EDS, the leading pure-play global services company, provides strategy, implementation and hosting for clients managing the complexities of the digital economy. EDS brings together the world's best technologies to address our clients’ critical business imperatives. We help clients eliminate boundaries, collaborate in new ways, establish their customers' trust and continuously seek improvement. In fact, everything we do helps enterprises win in the digital economy.

Responsibilities:

• To support the contractual service level in the achievement of prompt response, high level customer service and technical first contact support.
• Clearly articulate customer requirements and interface with a variety of EDS second level teams/service provider groups.
• On phone diagnostics and troubleshooting
• Liaising with Service Provider Groups and external vendors
• Ensuring appropriate process standards are met and maintained
• Accurate documentation of calls and problems
• Initiate problem management workflow process
• Identification of areas of process improvement
• Actioning of requests and the delegation of related tasks to the appropriate areas
• Monitor and coordinate requests from customer
• Ensure required information received for all requests
• Enter and process requests according to standard processes and procedures
• Perform Active Directory Moves, Adds and Changes (IMACs) as required
• Perform Lotus Notes Moves, Adds and Changes (IMACs) as required
• Provide service deliverables as defined by agreed client SLA’s and objectives

• Excellent English communication (written and oral).
• Minimum Degree in Computer Science
• Experience working in Help Desk or Customer Service Support environment is an added advantage.
• Able to work on shift (24x5)
• Experience in Lotus Notes and Active Directory is an added advantage

For more information, please visit our website at http://www.edscareers.com