IT ServiceDesk Engineer

• Service Desk (Helpdesk) support role
• Camera Phones not allowed inside (must keep in locker) - but can step out to lockers to use phone if required
• 1 Year contract

Job Summary

Provide 1st Level IT Support via phone and remote-control tools to manage users’ incidents and queries in a professional and timely manner. Support channels include phone calls, emails, and the self-service portal. All deliverables and correspondence must be written in readily comprehensible English. Service Desk representatives must be proficient in written and spoken English to provide instructions, advisory services, training, and other required submissions.

Job Responsibilities

• Provide First Call Resolution technical support via phone and email in a timely manner
• Perform first level troubleshooting on reported incidents and escalate to 2nd level resolver groups as required
• Furnish and submit timely updates to customers on outstanding issues within targeted service levels
• Maintain ownership of cases and follow up until closure with accurate and complete information recorded
• Manage customer expectations and notify Team Lead of unusual surges in calls of a specific nature
• Handle initial classification and prioritization of incidents and track progress of resolution with regular updates

Thanks, and Best Regards

Lini

Recruitment Consultant

R22108463