Duties and Responsibilities for the Role

• Log all relevant incident or service request calls allocating categorization and prioritization codes
• Fast response or turn around to request while recording or tracking incidents and complaints
• Enhance access to IT services to IT services by providing first flier investigation and diagnosis
• Resolve as many incidents or service requests as possible and escalate incidents or service requests that they cannot resolve within agreed time scales based on the service level agreement
• Monitor the progress of escalated tickets to the third flier teams based on their operational level agreements
• Coordinate with third-party solution providers
• Keep users informed of status progress assessment and changes in 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

Requirements

• Degree in computer science or IT-related field, ITIL Foundation certification
• Certified A+
• At least 2 years of working experience
• Certification in Lenovo/HP Hardware & Apple will be an added advantage
• Great communication skills