Responsibilities
• Provide end user support on L1 issues over phone or via remote tools and emails.
• Provide application support and basic troubleshooting - password resets, printer configurations, break/fix instructions.
• Ensure timely escalation of major and critical incidents. Support routing and escalation to L2 support.
• Respond in a timely manner to service issue and requests.
• Follow up with customers to ensure issue has been resolved.
• Basic triaging of incidents raised and to support L2 staff.
• Provide Deployment support for future deployments.
Requirements
• Minimum Diploma in Information technology or equivalent with 1-2 years of work experience as IT support.
• Ticketing Systems: Experience using ticketing system to log and manage support requests.
• Able to work well in a team and perform efficiently.
• Excellent end user support and communications skills.
• Patience and Empathy: Being calm and understanding, even when dealing with frustrated or upset user.
• Handling a high volume of request efficiently without sacrificing quality of service
• Attention to details: Carefully documenting steps taken to resolve an issue and avoiding unnecessary disruptions during troubleshooting
• Proactive Issue Identification: Identifying patterns in user issues and reporting recurring problems to prevent larger system disruptions
• Able to perform shift work (2 shifts: morning 8am to 530pm and noon shift from 1pm to 1030pm)
Licence no: 12C6060
