Duties and Responsibilities
· 1st Line Support (Specific Desktop Support activities)
· Monitoring of Alerts on Identified Systems
· Log the Incident and assign to Incident Manager
· Identify P1, P2, P3 and P4 Calls
· Understand the Escalation Matrix for various Business Units
· Understand the Work Instructions for various Business Units as they will vary for ticket assignment
· Ensure that the End User always have a Ticket Reference Number for Queries
· Identify Reference numbers on Toolset and Advise the User
Requirements
· Ideally 1 year of IT Work Experience in a Service Desk Environment or Desktop Support Engineer
· Microsoft Literate
· A+, N+ Qualification
· Desktop Support experience for 1st Line Support
· Sound knowledge of Service Excellence, Customer Satisfaction and End User Experience.
Personal Attributes
· Business written and verbal communication skills
· Should exhibit excellent time management and organizational skills to complete the assigned work effectively
· Honest and Trustworthy
· Ability to work in a team and as an individual
· Ability to work under pressure and adhere to deadlines
· Customer Service Oriented
· Remain Calm under pressure and have patience
· Adapt to Change
· Heightened Listening Skills (Soft Skill)
· Empathy to End User Situation/Challenge
· Well Organised
· Troubleshooting Skills
ATripleA Recruitment and Temps
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