Duties and Responsibilities for the Role

Log all relevant incident or service request calls allocating categorization and prioritization codes
Fast response or turn around to request while recording or tracking incidents and complaints
Enhance access to IT services to IT services by providing first flier investigation and diagnosis
Resolve as many incidents or service requests as possible and escalate incidents or service requests that they cannot resolve within agreed time scales based on the service level agreement
Monitor the progress of escalated tickets to the third flier teams based on their operational level agreements
Coordinate with third-party solution providers
Keep users informed of status progress assessment and changes in their tickets
Manage the request or ticket life cycle
Close all resolved incident requests and other calls
Conduct customer or user satisfaction callbacks or surveys as agreed

Requirements

Degree in computer science or IT-related field, ITIL Foundation certification
Certified A+
At least 2 years of working experience
Certification in Lenovo/HP Hardware & Apple will be an added advantage
Great communication skills