- Position Summary
- Provide 1st level technical support service restoration fulfillment of service request and advice to users ensuring the maximum availability performance and utilization of knowledge and information systems
- Follow a systematic disciplined and analytical approach to problem solving to meet set standards and agreed procedures
- Executes transactions as per prescribed timelines
- Required skill set
- Analytical and Problem solving skills
- Active listening and questioning an eye for detail to determine the root cause of the issue to avoid repeat contacts and further effort to resolve issues
- Analytical problem solvers who will understand issues evaluate solutions and work with their colleagues to resolve issues
- Problem solving skills and quick thinking to own resolve issues independently thoroughly efficiently
- Display ownership and accountability
- o Quickly build trust and confidence with customer
- o Own and resolve customer issues efficiently effectively and empathetically
- Mandatory requirement for experienced candidates
- 12 18 months work experience in Service Desk Tech support process providing remote support for Laptops Desktops LAN Issues Application support Small Forms etc
- Preferred experience in store support for areas like POS Warehouse application support
- Intermediate knowledge of T S Small Forms iOS Andrioid Windows
- Intermediate knowledge of T S OS Windows XP 10 Browsers MS Office suite of O365 Messaging Outlook 2013 19 Skype for Business Microsoft Teams SharePoint and OneDrive for Business
- Experience of working within a busy ICT Service Desk environment showing experience of systems support diagnostic and resolution
- Intermediate knowledge of Registry Fix Patch upgrades Virus T S Security Encryptions
- Intermediate knowledge of Network collaborations VPN T S TCP IP OSI Network devices and carriers
- Basic networking knowledge
- Time Management Skills
- Being proactive and show the utmost respect for customer s time
- Good time management ensuring all contacts with customers add value
- Ability to Multitask
- Communication Relationships Skills
- To deliver a first line support service via the Service Desk receiving incidents and service requests from various routes including telephone web tickets chat and e mail
- Offering advice to end users on all IT related areas
- This will include working as part of a team in order to share knowledge and work together to increase performance standards
- Skills Knowledge
- Communicate at all levels
- Ability to work across organizational and professional boundaries
- Excellent verbal and written communication skills
- High level of interpersonal skills including active listening and understanding
- Good organizational skills and ability to prioritize workloads
- Work to tight deadlines service levels
- Business etiquette
- Broad knowledge of IT products services and ter
Key Responsibilities:
- To improve user confidence in the user of computer software being empathetic to a variety of new and experienced learners needs
- Help to implement and improve processes and procedures within the team allowing strong service focused deliverables
- Actively troubleshoot to identify assess record resolve and or escalate incidents and service requests ensuring they are handled within an agreed time limit within agreed processes and in a professional and customer sensitive manner
- To participate in an on call rota providing a 24 hours first line support service to users
- To deliver a first line support service via the Service Desk receiving incidents and service requests from various routes including telephone intranet and e mail
- Update incidents with detailed and relevant information in a timely and effective manner
- Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution
- Escalate an incident or troubleshoot tickets according to the company escalation processes
- Ensure Customer Service Level Agreements are met or exceeded
- Respond to customer enquiries in a timely and efficient manner
- Ensure appropriate documentation of the interaction on the customer s account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
- Ensure customer user confidentiality and data protection at all times
- Education and other requirement
- Experience 12 18 Months
- Willingness to work in rotational shifts
- Experience of at least 12 18 months working within a busy ICT Service Desk setting showing experience of systems support diagnostic and resolution
- Understanding of ITIL working practices
- Problem solving associated with a mixed computing workplace