Description Position Summary
Provide 1st level technical support, service restoration, fulfilment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
Provide solutions for user requests based on a knowledge database, available rules and problem descriptions and advice of resolver groups.
Escalate issues that cannot be resolved to resolver groups based on a documented routing tree.
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures.
Executes transactions as per prescribed timelines.
Required skill set
Analytical and Problem-solving skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
Problem-solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
Display ownership and accountabilityQuickly build trust and confidence with customerOwn and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates :
Intermediate knowledge of T / S OS (Windows XP-10), Browsers, MS Office suite
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T / S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T / S
Basic networking knowledge
Time Management Skills
Being proactive and show the utmost respect for customer’s time
Good time management, ensuring all contacts with customers add value
Ability to Multitask
Communication & Relationships Skills
Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Skills & Knowledge
Communicate at all levels
Ability to work across organizational and professional boundaries
Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good organizational skills and ability to prioritize workloads.
Work to tight deadlines / service levels
Broad knowledge of IT products, services and terminology
Presentation of technical functionality to a non-technical audience
Ability to work as part of a team or on own initiative.
Job duties and responsibilities
To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
To participate in an on call rota, providing a 24 hours, first line support service to users.
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
Update incidents with detailed and relevant information in a timely and effective manner;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;
Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and efficient manner;
Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure customer / user confidentiality and data protection at all times