Job
Description
Roles and Responsibilities
- Maintenance of 70% first line fix rate.
- Call, Incident, Problem and Desktop Change Management through logging, escalation and resolution using Service Now and remote support tools, including the Knowledge Base.
- Raising accurate tickets within Service Now.
- Assignment of calls/ requests/ incidents to internal and external support teams where calls cannot be fixed by the Service Desk.
- Incident management encompassing incidents assigned to other support teams.
- Set customer expectation by allocating an appropriate priority to an incident.
Desired Candidate Profile
- Graduate in any discipline
- 0-5 years Experience Comfortable to work in voice support / voice process
- Willing to work in 24/7 Shift (Rotational Shift/ Including night shift)
- Graduate in any discipline with good technical skills is a must.
- Microsoft MCSA (Desirable), Knowledge in Windows 7, 8 and 10
- Knowledge of networking, hardware
- ITIL Foundation certified (Desirable)s
Technical and Functional
- Comfortable and experienced in using spreadsheets (e.g. Excel) and MS Power point.
- Knowledge of networking, hardware
- Knowledge in Windows 7 and 8
Business / Client Engagement
- Excellent written and verbal communication skills.
- Demonstrably high focus on customer service.
- Must have excellent interpersonal/customer liaison skills (telephone and face to face) as the role will come into contact with all levels within the business and IT.
- Must be a good team player.
- Flexible, can-do attitude and willing to take responsibility.
- Ability to work unsupervised and to make decisions based on information available.
- Should have excellent probing and trouble shooting skills.
- Strong team player with a positive attitude and outlook.