MAIN RESPONSIBILITIES 17 new openings available • Provide support and management of incidents and service requests according to established IT Service Management (ITSM) processes and procedure • Ensure accurate recording of client and incidents details and troubleshooting progress • Resolve i ...
MAIN RESPONSIBILITIES
• Provide support and management of incidents and service requests according to established IT Service Management (ITSM) processes and procedure
• Ensure accurate recording of client and incidents details and troubleshooting progress
• Resolve incidents and service requests, sometimes using automated or standardised and documented resolution processes
• Escalate incidents and service requests to higher support levels or specialist support teams in accordance with established ITSM processes and SLAs
• Identify potential issues and act on these in accordance with the established ITSM processes
• Serve as an escalation point for incidents and service requests raised as an application champion for an assigned suite of line of business services
• Maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issue
KNOWLEDGE, SKILLS & ABILITIES REQUIRED
• Ability to work on shift hours (24x7 on 3 shifts)
• Fundamental knowledge of the ITIL framework and or/other IT Service Management methodologies
• Knowledge in Active Directory, Microsoft Operating Systems, Backup Technologies
• Knowledge of maintaining Windows Workstations & Office 365 environments, Ms Exchange, Basic LAN and WAN troubleshooting
• Customer Focused and Quality Oriented
• Good communication and telephone skills
• Effectively demonstrates teamwork, problem solving, demonstrate the ability to quickly acquire knowledge in the support of applications and services
• Excellent English language proficiency
EDUCATION / EXPERIENCE
• Degree/Postgraduate Degree in IT or related field
OR
Diploma with experience in IT Support and Service Desk
OR
Professional qualifications (CCNA / MCP / MCSA / MCSE)
• Should preferably have 1 year’ experience delivering Information Technology support