- Provides Service Desk support as defined by first response/Tier 1 support.
- Provides phone , e-mail. First point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
CORE COMPETENCIES:
- Applying Expertise and Technology
- Analysing
- Delivering Results and Meeting Customer Expectations
- Achieving Personal Work Goals and Objectives
- Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
Requirements
- Excellent communication skills and telephone manner. (Interpersonal skills, with a focus on listening and questioning skills)
- Excellent organisational skills
- 1 years previous IT Service Desk and/or Call Centre experience required
- Managing incidents including business expectations and communication
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) that has authorized access to the network.
- When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members
- Develop trends by monitoring and analysing incoming calls, problems and support requests
- Perform post-resolution follow ups to help requests
- Reinforce SLAs to manage end-user expectations
- ITIL Knowledge will be a plus.
MUST HAVE TALENT/ SKILLS
• Good telephony and problem solving / troubleshooting skills
• Good customer service attitude
