Source description
About the role
Responsibilities ¿ Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) ¿ Meeting or exceeding customer¿s requirements and expectations ¿ Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles. ¿ 1st line support and troubleshooting of IT related problems from in house software and hardware such as Mobiles, Desktops, Laptops and Printers ¿ Logs and manage incidents/Service Request in ITSM tool ¿ Escalates unresolved tickets to Level 3 resolver groups ¿ Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner ¿ To maintain a high degree of customer service for all support queries and adhere to all service management principles Scope of Support ¿ Password reset & Account unlock (AD and other applications) ¿ Active Directory account management ¿ MS office application issues ¿ Remote Desktop Management ¿ MS Outlook issues (profile creation, PST, permissions, calendar sharing, delegation) ¿ Creation/Access Management of Network Drives and Shared Folders ¿ Browser trouble shooting ¿ Wireless troubleshooting ¿ Operating System Troubleshooting ¿ Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010, 2013, 2016,365 ¿ Installation and Troubleshooting of approved software ¿ Printers Troubleshooting & Printer Access ¿ L1/L2 Laptop & Desktop Troubleshooting ¿ VPN troubleshooting ¿ BYOD and Mobile device support Other Essential Skills ¿ Hands on Experience on any of the ITSM Tools, preferably ServiceNow ¿ Incident Management experience ¿ Managing incidents including business expectations and communication ¿ Basic User & Security Group Active Directory administration Communication and Soft Skills ¿ Excellent verbal and written English communication and soft skills ¿ Excellent customer service skills with skills to empathize with the user ¿ Ability to work well with others, particularly senior level IT and business managers ¿ Ability to establish affective working relationships ¿ Demonstrate ability to be assertive when necessary ¿ Be at ease with communicating both internally and externally at all levels ¿ Act in a proactive rather than reactive manner
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