Position Overview
Nature of tasks
Service desk agent, incident agent and analyst, problem agent and analyst Incident analysis, first and second-line customer liaison with the purpose of maximizing the first call resolution rate First and second-line support: remote and on-site support Recording & tracking incident and request information Recording & tracking Problem information Participating in reconfiguration/installation of PC environment Documenting operational support procedures Drafting technical content for knowledge database IT support specialist must be able to perform all tasks of a service desk operator Testing and administration of applications Liaising with system administration and database administration for execution of administration tasks ITSS may be asked to fulfil SDO tasks and vice-versa when working for MEP IT Support General
Highly autonomous a...