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Reports to the IT & Infrastructure Manager. The IT Support Technician fulfils a key role in the team, providing call/incident management, IT support, control, and tracking of information technology (IT) assets, and other administrative and support functions.
Semi-Skilled in technical support
Responsibilities include the following:
- Incident Management functions and processes
- Incident Triage, making sure incidents are prioritized and managed correctly.
- Resolving IT and Facilities related requests or incidents.
- Ensuring that a high level of customer service and support is provided to all internal and external customers
- Follow through with P1/P2 escalations
- Ensure all calls logged via IT Request and Incident Forms, prioritized, and resolved within internal SLA
- Provide On-Site as well as remote assistance over the phone, through instant messenger and using remote support tools.
- Password Management – Reset and unlock of user accounts
- AD Administration, creating, updating and removal of user accounts
- JML (Creating of new accounts, movement between campaigns, Terminations)
- Preparing and re-arranging desks, including moving/setup of computers as required by campaigns
- Effective communication to team leaders and end users.
- Log every request and drive adoption by Team leaders and agents to complete the incident and request forms themselves. (Keep track of time taken to perform each request/task/incident)
- Escalate unresolved incidents.
Minimum Requirements:
- Good Knowledge of Active Directory, IP Networking, Anti Virus and general technical support knowledge.
Skills
Desktop Support, Help Desk, Information Technology (IT), Maintenance, Technical Support, Business Process Outsourcing (BPO)
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