Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
 
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines. 

To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs. 
•  Help to implement and improve processes and procedures within the team allowing strong service focused deliverables. 
•  Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner. 
• To participate in call rotation, providing 24 hours, first line support service to users.

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
• Update incidents with detailed and relevant information in a timely and effective manner;
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
• Escalate an incident or troubleshoot tickets according to the company escalation processes;
• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times

Analytical and Problem solving skills

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
  • Quickly build trust and confidence with customer
  • Own and resolve customer issues efficiently, effectively and empathetically

  
Time Management Skills

• Being proactive and show the utmost respect for customer’s time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask

  
Communication & Relationships Skills

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
• Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

  
Skills & Knowledge  
 

• Communicate at all levels
• Basic knowledge of OS (Windows 7-10), Browsers, MS Office suite
• Basic knowledge of Software, antivirus and peripherals installations
• Ability to work across organizational and professional boundaries
• Excellent verbal and written communication skills
• High level of interpersonal skills, including active listening and understanding
• Good organizational skills and ability to prioritize workloads.
• Work to tight deadlines / service levels
• Business etiquette
• Broad knowledge of IT products, services and terminology

  
Aptitudes  
 

• Identification of problems and solutions
• Analysis of data
• Presentation of technical functionality to a non-technical audience
• Working knowledge of MS Office products
• General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel etc.
• Ability to work as part of a team or on own initiative.
• Customer focused
• Proactive
• Self Motivated
• Patient
• Innovative
• Flexible

  
Education   
 

• High school diploma or university degree, technical/computer science is advantage
• Willingness to work in rotational shifts