Job Description
Key Accountabilities and Main Responsibilities
Operational Management?
Ticket triage / categorisation / prioritisation / assignment.
Escalation of Major IT Incidents,
AD user record currency, network Share access, account provisioning / termination
Provide high quality customer service on inbound and outbound calls
Provide efficient and effective query resolution by taking ownership for first call resolution?
Identify opportunities to provide information regarding other value-added services?
Participate in formal and informal team based training
Adhere to all legislative requirements required for the role
Ensure Service Level compliance for Incidents and Requests
Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner
Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered
Maintain and improve on key Service Desk performance indicators
Participation in quality development
Active involvement in team and cultural change within the Service Desk team
Other responsibilities as directed by the Manager or Team Leader, Service
Experience & Personal Attributes
Experience working on a Service Desk – providing IT support
Active Directory
Service Now
ITIL processes
Strong written and verbal communication
Strong customer service skills
Salary : Not Disclosed by Recruiter
Industry : IT Software – Other
Functional Area : IT Software – Other
Role Category : Computer/IT
Employment Type : Full-Time
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