Job Description

DUTIES & RESPONSIBILITIES

Essential Responsibilities and Duties

  • Provides First and second-line investigation and diagnosis
  • Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
  • Escalates unresolved incidents/service requests within agreed timescales
  • Logs relevant incident/service request details per Service desk procedures
  • Communicates with client regarding incident progress
  • Ensures tickets are always updated until issues are resolved
  • Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
  • Resolving technical issues quickly and efficiently
  • Installing and configuring necessary software and meeting end-user needs
  • Escalating any serious problems to relevant departments and teams
  • Ensuring optimal network performance
  • Performing system updates, tests, and maint...

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