4-7 years experience in IT software and hardware support. End User support with a troubleshooting skills and networks exposure. Understanding of Service Level Agreements
TECHNICAL / LEGAL CERTIFICATION:
IT Diploma/certificate
CompTIA A+
CompTIA N+
Relevant OEM certifications (HP, Dell, Lenovo,)
ITIL v3 Foundation Certification (advantageous)
MCSE (Advantageous)
Key Performance Areas:
End user support - Resolve logged incidents as per client contract
Deliver customer service - Communicate, dress, and display positive attitude
Quality incident resolution - Ensure incident is resolved on first contact within SLA
Compliance to pending rules - Ensure compliance to pending ru...