Summary of key responsibilities
Act as a single point of contact for phone calls and emails from Kenswitch members;
Receiving, logging, closing and managing calls from Kenswitch members via telephone and email;
Resolving incidents/request at first level as per the stipulated SLAs;
Take ownership, follow up, escalate outstanding request/incidents to the relevant technical team or member department’s heads on behalf of the user and communicate progress in a timely manner;
Maintain a high degree of customer service for all support queries and adhere to all service management principles;
Generate daily, weekly and monthly reports;
Monitoring the infrastructure network, user application systems and escalating identified faults to the concerned teams for restoration.
Education levels, Professional qualification and Skills
Degree in Information Technology or equivalent from a recognized University;
Minimum 1-year experience in a fast pace IT/Financial/Corporate environment handling customer support.
Quick learner, articulate in communication, self-initiated, team player, willing to work in shifts.
Polite, confident and with a patient personality
Passion for Customer Support
Knowledge of helpdesk management software and/or ITIL is an added advantage.
