Outline of Role:
· Provide first and second line process and technical support to internal staff of a company.
· working with applications/systems to undertake analysis, diagnosis and resolution of staff IT problems
· provide support for basic incident resolution and requests reported
· initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components
Responsibilities
· Act as a single point of contact for phone calls ,emails ,chats and Self-service tickets from staff regarding IT issues and queries
· Receiving, logging and managing calls from internal staff via telephone, email, chat, voice mail, self-service etc.
· 1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware
· Escalate unresolved calls to the infrastructure support teams
· Log all calls in the Service Desk ticketing tools such as ServiceNow,
· Identifying the issue and categorizing / prioritizing the incident and service requests
· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
· To maintain a high degree of customer service for all support queries and adhere to all service management principles
· Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
· Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
· Being compliant to all process and procedures
· Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.
Qualifications:
· ITIL Foundation Certification is preferable but not essential
· Technical knowledge on troubleshooting Windows/MAC OS and Office applications
· Excellent Communication in respective native language ( Verbal & Written)
Requirements
· Excellent communication skills and telephone manner.
· Excellent organizational skills
· 1.5 years previous IT Service Desk and/or Call Centre experience required
· Strong knowledge of Microsoft based operating systems, Microsoft Office applications and MAC Operating systems
· Available to work in 24*7 rotational shifts
· Excellent Communication in respective required language( Verbal & Written)
-Amenable to work on a shifting schedule
-Amenable to work onsite
