Responsibilities
• Ultimate responsibility for ownership of all customer incidents or service requests logged.
• Be responsible for the day-to-day operation – in order to provide excellent service to our employees
• Responsible for tracking incidents to conclusion and in line with SLAs and quality standards.
• Hands on support to end users
• Handle critical customer incidents, associated customer communication, activities and any appropriate escalations.
• Provide excellent customer service
• To continually measure, monitor and work to drive down incident levels.
Technical Knowledge
• Certifications in operating system, hardware, and software
• High technical skills
• Knowledge of help desk ticketing systems
• Familiar with Microsoft environment
• English – High level of verbal & writing
