JOB PURPOSE
To provide first line service desk support to end users, assisting them with hardware and software problems via phone, email, remotely or fax.
KEY ACOUNTABILITIES
• Provide 1st line technical support; answering support queries via phone, email and fax from remote location..
• Act as a single point of contact for user issue resolution. This includes defining the issue, identifying issue resolution, communication of resolution to requestor & closing of service request or escalate to level 2 support .
Take ownership of user problems and be proactive when dealing with user issues.
• Respond to enquiries from users and help them resolve any hardware or software problems.
Help in redirecting requests to appropriate teams.
Support users in the use of Computer equipment by providing necessary training and advice.
• Monitor IT Services status and report up normal cases to concern IT teams & IT management.
Manage on-call and escalation processes.
Requirements
REQUIREMENTS
Minimum Qualifications
Bachelor degree in Computer Science or Information Technology
Job Specific Skills
Customer Service: Understand and satisfy customer’s requirements
• Communication: Listen and respond clearly and coherently orally and in writing to customer and management requirements
Competencies
Customer Service: Understand and satisfy customer’s requirements
• Communication: Listen and respond clearly and coherently orally and in writing to customer and management requirements
• Self Development: Demonstrate eagerness to learn by seeking knowledge and using available learning resources
• Analytical Skills: Collect and screen information, ensure it is accurate, complete and from the right sources
• IT Application Knowledge: Use existing applications in own job area. General understanding of standard tools and its uses
• IT Hardware Knowledge: Demonstrate understanding of diverse hardware functionality and operations by identifying and troubleshooting diverse problems
• IT Systems Knowledge: Understand, interpret and implement existing systems. Trouble-shoot problems and advises others in own work area
