Job Description
Responsibilities
Provides specialized expertise in Workday
Supports the implementation of HRIT, Workday systems.
Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
Highlight and escalate recurring Incidents which are similar in nature.
Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
Closely follow up with outstanding Incidents and Service Requests up till closure.
Works closely with business departments to understand their requirements and recommend pro...
Provides specialized expertise in Workday
Supports the implementation of HRIT, Workday systems.
Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
Highlight and escalate recurring Incidents which are similar in nature.
Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
Closely follow up with outstanding Incidents and Service Requests up till closure.
Works closely with business departments to understand their requirements and recommend pro...
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