Job Description

Responsibilities

:

  • Logging of Incidents and Service Requests, ensuring end to end management and ownership of tickets.

  • Handling 2nd line support requests.

  • Identify and escalate requests requiring urgent attention to resolve as quickly as possible.

  • Ensuring that an ongoing contribution toward positive customer satisfaction is achieved.

  • Liaise with various 3rd parties, internally and externally, toward achieving resolution within SLA.

  • Adherence to call lifecycle processes and procedures.

  • Maintain adequate knowledge of supported systems to provide high-level support.

  • Maintains and consistently demonstrates a general knowledge of service desk guidelines, processes and procedures

  • Assist with internal adhoc IT support queries.

  • Liaising with the project management team, 3rd line engineers and network engineers on a regular basis.

  • Will be part ...

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