Key Responsibilities
· Service Desk Support Engineers / 1st Level Support
· Registers, classifies and categorizes incidents and service requests, and undertakes an immediate effort order to restore a failed IT service as possible [i.e. First Call Resolution (FCR)]
· Pro-actively interacts and gathers additional information from customers/users, as required
· Escalates next level of technical support for incident resolution, as appropriate
· Monitors the progress and status of all open tickets toward incident resolution ad requests fulfilment
· Monitors and keeps customers/users informed of ticket status and updates at agreed intervals, till ticket closure
· Provision to support Major incidents, as required
· Forms part of Request Fulfilment group specializing in fulfilling certain types of Service Requests (broadly refers to Standard Changes or Pre-Approved Change Request)
· Responsible to produce breaching and ageing reports for tickets logged by Service Desk
· Contributes and supports by identifying any gaps or shortcomings in the current processes, procedures and services; propose or recommend improvements to bridge these gaps
· Basic diagnosis and provide support to resolve issues related to M365, Active Directory, Windows Operating System
· Basic know-how and support on Network issues such as Ping, DNS, Traceroute, HTTP, SSL
Qualifications/Experience/Knowledge
· 1-2 Years’ experience required in call centre managed services
· ITIL Foundation Certification
· CISCO CCNA Certification (Will be advantageous)
· Strong Call Handling Skills
· Familiar with BMC Ticketing System
Duration: 12 Months Contract (Renewal)
Job Types: Full-time, Contract
