- First line telephonic communications with users, quickly analysing issues, communicating and documenting proper solutions.
- Maintain a high degree of customer service for all incidents/service requests and adhere to all ITIL practice.
- Provide first line support to internal and external users for all incidents/service requests to the Service Desk via telephone, email and ITSM tool.
- Provide first line support, on hardware software and other peripherals.
- Provide regular updates and feedback on all open incident tickets relating to operational Service Desk activities.
- Log all incidents/service requests on the ITSM tool.
- Analyse incidents/service requests/inquiries, assign priorities levels, own incidents and service requests and follow up through to point of resolution.
- Escalate complex requests and incidents to technical teams.
- Diagnose, troubleshoot and resolve issues via service desk tool, over the phone and email.
- Testing - perform any necessary software / hardware / device testing.
- Perform call backs ensuring incidents/service requests are resolved in a timely manner and within SLAs, and that ticket information is accurate.
- Monitoring of system and service alarms; log and escalate issues appropriately.
- Link incidents to problems and liaise with the Service Desk Lead.
- Perform adhoc tasks as assigned by management.
- Matric + relevant IT certification (e.g. A+, N+);
- ITIL foundation qualification, preferable.
- Minimum 1-year relevant experience in end-user support.
- Technical experience in Microsoft Office, Microsoft Windows OS 10 or 11 and other peripherals.
- Experience in Remedy or Microsoft Certified Professional will be an advantage.
- Excellent problem solving, verbal and written communication skills.
