IT Helpdesk

Job Responsibilities

• Act as single point of contact for users for all IT Incidents and Service Request.
• Dealing with incoming incidents in a professional, courteous manner over the phone and via email.
• Taking ownership of incidents and managing them in a logical and methodical manner.
• Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with team procedures.
• Provide Level 1 support on desktops and standard applications.
• Log, track, follow up, update and monitor issues logged into SDP (ticketing system).
• Conducting full and thorough diagnostics with the end-users to for first call resolution.
• Ensuring all tickets are progressed and resolved within SLA – escalating to other internal and external teams as appropriate.
• Managing incidents through entire lifecycle from single point of contact until resolved.
• Proactively keeping the end-user...