Position Overview
Responsibilities
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Logging of Incidents and Service Requests, ensuring end to end management and ownership of tickets.Handling 2nd line support requests.Identify and escalate requests requiring urgent attention to resolve as quickly as possible.Ensuring that an ongoing contribution toward positive customer satisfaction is achieved.Liaise with various 3rd parties, internally and externally, toward achieving resolution within SLA.Adherence to call lifecycle processes and procedures.Maintain adequate knowledge of supported systems to provide high-level support.Maintains and consistently demonstrates a general knowledge of service desk guidelines, processes and proceduresAssist with internal adhoc IT support queries.Liaising with the project management team, 3rd line engineers and network engineers on a regular basis.Will be part ...