ü6 months contract role and convertible to permanent, 5 days work week
üMNC environment, located in CBD area
Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution. Record all requests for assistance in the Service Now call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
Ensure all calls are responded to within a timely manner and within the agreed OLAs.
Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
Pass calls to 2nd and 3rd line support teams (e.g. Networks, Email, Web, Server) if cannot be resolved first line.
Ensure that customers are kept informed of events relating to their call.
Monitor calls when passed to 3rd line teams.
Provide guidance, training and mentoring to other team members as required.
Build and maintain good customer relationships.
Develop a detailed understanding of the business and departments that are supported.
Complete tasks and other assigned work to agreed deadlines
Key Skills & Experience Required
Relevant experience in the provision of support for the Microsoft suite of applications. Sound experience in the support of PC's and peripherals is a requirement.
Proven experience on the provision of high quality customer service.
Excellent telephone manner, with previous experience on working on Service Desks.
Proven experience as a Desk side engineer or similar.
Proven ability to resolve a high number of incidents and work well under pressure.
Demonstrate excellent communication skills, both written and spoken.
Flexible, customer focused approach to service delivery.
An enthusiasm for learning about current and new technologies.
To meet specific, agreed metrics and maintain these achievements.
Must be willing to contribute to working as part of a virtual team and take the time and effort to share skills and experience with others.
Proven ability to work on own initiative.
Language skills desirable.
Technical Skills Required
Expertise in the use of Call managing systems.
Active Directory & Remote Exchange Console.
Knowledge of Windows 10, Office 2016 & Citrix - Highly desirable.
Basic knowledge about ITIL concepts.
Strong written & spoken English and local language (where appropriate).
Willing to work on 2 shifts and on weekends, as and when required. Flexible approach towards working hours is required.