• Monitor and respond quickly and effectively to Level 1 incidents and requests received via phone, email and the Self Service Portal.
• Provide 1 level contact and deliver resolutions to customer reported issues and concerns. Deliver relevant and correct technical support on a case-by-case Basis.
• Ensure proper recording, tracking, routing, redirection and closure of incidents/problem and requests
• Properly prioritize and escalate unresolved queries as required to the next level support to ensure customer satisfaction.
• Liaise with customers, provide feedback and follow queries through to resolution.
• Perform Level 1 administration tasks such as Active Directory administration and support, or administration of other key business platforms.
• Recommend procedure modifications or improvements.
• Proactively preserve and improve your knowledge of IT Service Desk procedures. Detect and report increasing trends, unusual activity or repeated activity.
• Document and share processes and knowledge with peers, superiors, and customers.
• Assist other teams to initiate, design and manage effective support solutions as determined by our business needs.
• Adhere to Key Performance Indicators and Service Level Agreements.
• Able to follow up with customers in providing feedback and look at incidents/problems through to resolution

Job Type: Full-time

Benefits:

• Health insurance
• Life insurance

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• 13th month salary
• Overtime pay
• Performance bonus

Work Location: In person

Please refer to job description.