4-7 years’ experience in IT software and hardware support. End User support with troubleshooting skills and network exposure. Understanding of Service Level Agreements
Technical / Legal Certification
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 rules is followed
Quality data input - Ensure that data captured on Resol...