Responsibilities
- Provide end user support on L1 issues over phone or via remote tools and emails.
- Provide application support and basic troubleshooting - password resets, printer configurations, break/fix instructions.
- Ensure timely escalation of major and critical incidents. Support routing and escalation to L2 support.
- Respond in a timely manner to service issue and requests.
- Follow up with customers to ensure issue has been resolved.
- Basic triaging of incidents raised and to support L2 staff.
- Provide Deployment support for future deployments.
Requirements
- Minimum Diploma in Information technology or equivalent with 1-2 years of work experience as IT support.
- Ticketing Systems: Experience using ticketing system to log and manage support requests.
- Able to work well in a team and perform efficiently.
- Excellent end user support and communications skills.
- Patience and Empathy: Being calm and understanding, even when dealing with frustrated or upset user.
- Handling a high volume of request efficiently without sacrificing quality of service
- Attention to details: Carefully documenting steps taken to resolve an issue and avoiding unnecessary disruptions during troubleshooting
- Proactive Issue Identification: Identifying patterns in user issues and reporting recurring problems to prevent larger system disruptions
- Able to perform shift work (2 shifts: morning 8am to 530pm and noon shift from 1pm to 1030pm)
Shortlisted candidate will be offered a 1 Year agency contract employment.