Address
Form of work Acts as the first point of contact to receive, investigate and respond to a broad range of requests for support from various channels such as phone, chat, email and online portal.
Responds to users by providing information to enable fulfilment or resolution.
Diagnoses and allocates unresolved tickets as appropriate and follows up with assignees to expedite closure.
Maintains records in the service management system, informs users and relevant stakeholders of actions taken.
Troubleshoots technical incidents of IT applications, platforms, systems and devices, to minimize business impact.
Create and update knowledgebase articles.
Responsible for continuous learning and skill-development to maintain the necessary technical competency.
Adhere to agreed performance standards and service levels.
Actively participate in operational meetings, process and quality improvements, innovation and transformation activities. Prerequisites:
At least two years experience as a frontline Service Desk technician.
Knowledge of desktop operating systems, Microsoft 365, Active Directory services, computer networks, virtual interfaces and business applications. Desired:
Certification from Microsoft, Google, AWS or CompTIA.
Skills:
- English
- Incident Management
- RTAC (Remote Desktop)
- Service Request Management
