GLOBAL SERVICE DESK

Responsible for incoming requests for IT support and resolving software, application, network, account-related issues with computers. Ensuring user queries or issues are captured, validated, and triaged for further processing. Responsible for analyzing incident tickets and requests from customers or end-user, recommending solutions,s and escalating to the technical system owner. Ensures that ticket closure is within defined service levels. Make sure to communicate to users through different contact types such as email, phone, and chat. Receives English calls on global service desk hotline available to various Amkor locations in United States, Europe, and the Asia Pacific 

Acts as the single point of contact for end-users in any IT-related inquiry, issue, or request. 
Records all English language incident tickets, system alerts, and requests. 
Serves as the Remote support running 24/7 supporting all Amkor locations globally. 
Analyses incident tickets, system alerts and request then provide solutions or recommendations. 
Categorize, prioritize, and assign reported incidents and provide solutions 
Administers the account management for various systems particularly global accounts such as active directory, Agile PLM, SAP, and manufacturing systems like MES, AMS, CIM, etc. 
Determine proper escalation or higher level of support group (application support, infrastructure, or Infosec team) if needed for more technical analysis and resolution. 
Ensure all incident tickets and requests are closed with resolution in accordance with the Service Level Agreement (SLA) metrics. 
Other functions may be assigned from time to time by a superior.