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