JOB DESCRIPTION:
Maintains a high degree of customer service for all support queries and adhere to all service
management principles.
· Consistently logs, tags, tracks and resolves and close simple to mid-stream issues to the satisfaction of the customers.
· Properly escalate and coordinate reported incidents by following the escalation process defined;
· Follow appropriate handover process for outstanding logged tickets;
· Responsible for updating documentation such as calls received and type of resolution given to a
client;
· Coordinates with other IT internal groups including the Infrastructure and Applications groups to
ensure that service level agreements with the customers are met;
· Complies with the Company’s Policies and Procedures, including Information Security;
JOB REQUIREMENTS:
Has at least one (1) year of experience on tasks related to IT Help Desk including but not
limited to problem tracking, phone consulting, voicemail consulting among others.
· Exposure in technical set-up, configuration and maintenance of different applications, network
environments, software tools an advantage.
· Exposure in dealing and talking with end customers
OTHER SKILL REQUIRED:
This will entail shifting schedule