Job Description
This role is for responsible for providing support for incident resolution and requests reported to the service desk
Service Desk Management
Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
Provides after hours and on-call support as needed
Maintain accurate records to support a detailed inventory of hardware and software
Assist personal computer users with hardware and software questions, problems, and training
Diagnose and resolve hardware and software problems
Analyzes and resolves incidents and requests regarding
Desktop software and hardware
Systems and applications software
Server and client operating systems
Data and voice communications
Networking
End User Administrative Management
Customer Support
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases
Initial fast resolutions to Routine Incidents – e.g. password resets
Take ownership of user problems and follow up the status of problems 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
Generally at least 50% – 60% of calls resolved
Risk Management
Identifying, assessing and controlling risks through analyzing incidences and problem raised through the service desk and evaluate the impact of the business and coming up with mitigation procedures
Help reduce potential negative impact of changes and mitigate service outage
Service cost management
Analyzing issues raised for accurate prioritization and classification and to undertake an immediate effort in order to restore a failed IT Service as quickly as possible
If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert Technical Support Groups (2nd Level Support).
1st Level Support also processes Service Requests and keeps users informed
About their Incidents’ status at agreed intervals.
Skills
Computer Literacy
Desktop Computers
Help Desk Support
Information gathering
Excellent command of the English language, both in communication ability and in drafting skills.
Apply via :
oldmutual.wd3.myworkdayjobs.com
