IT Support/Service Desk (SC/HSC/Diploma/Degree Holders)

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

  Qualifications & Experience

• HSC with 1-2 years of experience in IT Support
• Ability to work on shift hours (24x7 on 3 shifts)
• Good IT troubleshooting skills
• Customer Focused and Quality Oriented
• Effectively demonstrates teamwork, problem solving, demonstrate the ability to quickly acquire knowledge in the support of applications and services
• Good English language proficienc