To ensure all contracted levels of performance are achieved and SLA’s as agreed are met. Will have end to end accountability of logging incident, service desk toll free number calls/overflow, operational transactions, resolutions of the issues during shift and shall be responsible to continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.
Key Skills – Essential
This role requires the follow Competencies and Experience;
Must have 2-6 Years of experience in IT Helpdesk or IT Service Desk – Global Support, or Desktop Support.
Any graduate/pursuing graduate.
Must be able to learn and support new and quickly changing technologies.
Ability to research solutions or information regarding technical issues.
Excellent interpersonal skills.
Good work habits under pressure.
Familiarity with a wide range of standard office automation products.
High energy level.
Detail oriented.
Must have a good command of the English language in order to provide effective phone, desk-side, and email support.
Desirable
The following Competencies and Experience would be an advantage in this role;
Windows Server, 0365, AD, DHCP, DNS, Group Policy, VMware, MS-Exchange
ITIL V3 Foundations certified.
Previous experience in MSP helpdesk.
Good understanding of ITSM.
Key Responsibilities
Whilst your day to day activities will vary to meet your Roll’s Mission, KPIs and the operational requirements of the job, we envisage the following key activities being required to achieve success in the position;
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Provide helpdesk support and resolve problems to the end user’s satisfaction.
Respond to email messages for customers seeking help.
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test and configure new workstations, peripheral equipment and software
Maintain inventory of all equipment, software and software licenses
Report issues to the Service Desk for escalation
Manage PC setup and deployment for new employees using standard hardware, images and software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services.
Key Qualifications -Essential
This role requires the following Qualifications;
Must have a good command of the English language in order to provide effective phone, desk-side, and email support.
Desirable
The following Qualifications would be an advantage for this role;
ITIL Service Management accreditation
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