Job description
Roles & Responsibilities:
- Single point of contact for end users regarding IT issues and queries. Ensure smooth deliverables to customer as per the SLA.
- Receiving, logging and managing queries/issues from end users via telephone and emails.
- Incident logging, categorization, prioritization, assignment, coordination and communication until resolution.
- Incident communication and notification for high priority incidents.
- Coordination with application and infrastructure support teams.
- Provide accurate Incident resolution and Service Request management, within established Service.
- Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations.
- Incidents and Service Requests are managed effectively; ensuring information is captured in the 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 Desktops, Laptops and Printers.
- Log and manage incidents/Service Request in ITSM tool.
- Escalate unresolved tickets to Level 2 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.
- Password reset