EXECUTIVE

Main Responsibilities include:

Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

Providing on-site cover from 8:00 1900 hours Mon- Fri as part of a shift arrangement

Being prepared to work out of hours when required.

Troubleshooting and resolving software issues reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities

Taking ownership of issues through to resolution on all appropriate requests.

Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.

Performing asset inventory activities as needed.

Trains and orients staff on use of hardware and software.

Recommends and / or performs upgrades on systems.

Works with procurement staff to purchase hardware and software.

This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Coordinate with the partner to manage any shipments to support work from home request.

Provide Level 1 education/resolution at the tech bars.

Business Skills

Ability to interact with customers so as to ensure that the service is polite, efficient and responsive

A self-starter with ability to work on their own initiative

To work through issues analytically to a successful conclusion

• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (2.) To achieve KPI targets, follow defined processes and adhere to ITIL delivery and quality standards ,regulatory requirements and company policies. (3.) To attend customer callorchatsormails and resolve tickets within agreed SLA of ticket volume and time. (4.) To maintain high login Efficiency (Availability) for customers, document identified risks, issues, mitigation plans and support in execution of BCPorDR plans (5.) To work on value adding activities such Knowledge base update and self development