The IT Helpdesk is the primary point of contact between Cim Finance staff and IT for incidents (service disruptions) and service requests (routine service-related tasks).

• Use basic knowledge of the IT systems, infrastructure and equipment used in order to understand user requests and reported incidents 
• Proficient in the predefined incident/request categorisations and able to suggest new ones based on incoming trends 
• Assign proper SLA to the incident/request as per defined policies, while being able to use judgement to escalate based on urgency and severity of the incident/request. 
• Ability to communicate between technical IT staff and non-technical end users
• Provide first level support to calls and emails
• Log the incident/request on the helpdesk system with adequate level of details
• Ensure user is satisfied with the resolution and close tickets accordingly
• Provide statistical reporting on IT ticketing
   

• Currently studying or a Degree in related field is advantageous
• Related experience is an advantage
• Basic computer skills
• Good Communication Skills
• Active Listening Skills