Position Overview
- Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
- Accept and respond to all IT related incidents and requests.
- Ensure that the classification of the incidents and requests are accurate and track until resolution/fulfilment in the system.
- Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.
- End user will be informed of the estimated time whereby his/her ticket will be attended to.
- Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.
- Able to respond to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
- Prioritize and resolve issues identified by customers and other teams in a timely manner.
- Able to work w...