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Duties and responsibilities:
Responsibilities:
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Provide Level 1, 2, 3 support by troubleshooting end user applications, hardware, network, telecommunication systems and desktop support.
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First line of contact for all support queries coming via telephone/email or the self-service portal
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Log incidents and faults, categorize and prioritize them in line with team procedures
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Taking ownership of faults and manage them in a logical manner through its entire lifecycle - from the first point of contact through to resolution, whilst keeping the users informed of progress at all times
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Conduct thorough diagnostics and collaborate with various teams across departments
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Ensure all faults are progressed & cleared within the SLA – escalating to other internal and external teams as appropriate
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Maintain, develop and share knowledge
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Identify and escalate repeat issues or service risks into service management teams.
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Share and document knowledge with colleagues
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Manage a number of scheduled tasks (system maintenance) and ensure systems remain operational.
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