1st Line / Service Desk Support Analyst - Urgent

Technical and Professional Expertise: Customer Handling Skills Good communication skills (Fluency in English is a must) Incident management and usage of ticketing tools

Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills

Unparalleled Listening and Comprehension capabilities

Ability to keyboard to capture important details on a call for documentation ITIL Basic Knowledge, Proficient in handling customer queries

Responsibilities: Provide direct technical assistance to customers via phone, email, and chat

Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution

Work diligently towards achieving KPIs/SLAs as part of a multi skilled team

Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements

Should flag any priority incidents immediately to the SME

Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution

Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly

Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions

Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly

Monitors auto-generated incidents from event / monitoring, ensuring that they are correctly prioritised, and action taken accordingly

Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed Identifies Incidents that require management through additional processes

Role: IT Support - Other

Industry Type: IT Services & Consulting

Department: IT & Information Security

Employment Type: Full Time, Permanent

Role Category: IT Support

Education .