Duties & Responsibilities
Log all relevant incident or service request calls allocating categorization and prioritization codes.
Fast response or turnaround to requests while recording and tracking incidents and complaints.
Enhance access to IT services by providing first-tier and second-tier investigation and diagnosis.
Resolve as many incidents or service requests as possible and escalate incidents or service request that they cannot resolve within agreed time scales based on the service level agreement.
Monitor the progress of escalated tickets to the third-tier teams based on their operational level agreements.
Coordinate with third-party solution providers.
Keep users informed of status progress assessment and changes to their tickets.
Manage the request or ticket life cycle.
Close all resolved incident requests and other calls.
Conduct customer or user satisfaction callbacks or surveys as agreed
Qualifications & Requirements
Degree in Computer Science or IT-related field
ITIL Foundation certification
Certified A+
At least 2 years of working experience
Certifications in Lenovo/ HP Hardware and Apple will be an added advantage
Great communication skills
Apply via :
hr@computechlimited.com
