Senior IT Support Facilitator

Job Description

Help Desk Coordinator 3

Duties Of Position : (include specific duties and responsibilities) 

Provide basic and Level I support to all IT Groups and external customers/suppliers as required - Shift based (24/7) 3 shifts.

To provide both voice and non-voice based support.

Route and reassign the tickets to the right group for level II activities.

Apply sufficient analysis after gathering required information from the requester for every ticket/issue received before routing it to appropriate teams.

Ability to judge and prioritize the issues and contact Decision support whenever needed.

Follow up of high priority issues and ensuring whether the assignee has updated the Corrective action Plan (CAP) in the ticket.

Understand each process/work flow and perform accordingly with less supervision

Maintain high level of patience and deal with users/requesters/clients with the correct atti...