Educational background: University or College degree required in IT.
Task Description
1. Take ownership of all faults/requests through to resolution, updating regularly as required
2. Close Resolved Incidents and Problems promptly and report accurate closure details to customers as required
3. Ability to work under pressure and to tight deadline
4. Ready experience on Service Desk or Help Desk application.
5. Have overall responsibility for managing the support teams and creating and adhering to agreed SLAs within an ITIL environment.
6. Must have outstanding communication, interpersonal, and organizational skills.
7. Must be able to work in a fast paced environment.
8. Must have experience with the Internet and be proficient in all Microsoft Office programs, including MS Word, MS Excel, and MS PowerPoint.
9. Provide analysis and improvement recommendations for the Help Desk.
10. Manage Help Desk processes and procedures, personnel management, and customer expectation management.
11. Interact within the project team to improve results across task area boundaries, with a specific objective to improve SLA scores.
12. Infuse ITIL and best practices on the Help Desk.
13. Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis.
14. Assist in new hire training to ensure successful integration into the team.
15. Keep in constant communication throughout the day with the Tier I, Tier II and Management staff.
16. Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting others as needed.
17. Additional hours (on specific occasions) may be required for problem management and special projects.
18. Ability to work with professionals from varying disciplines and lead contract efforts from their inception through successful completion
19. Ability to perform analysis of complex issues and develop supporting professional reports and briefings.
20. Attention to detail and the ability to meet deadlines under pressure
21. A high energy team player who is willing to put in the effort required to ensure the success of the Help Desk
22. Supervising and managing the systems Technical Support Centre
23. Daily management of customer service response, technical interaction with end users and problem resolution.
24. Documentation of daily workflow and weekly status updates.
25. Report to IT&S Management on issues that affect the performance of the company.
We look forward to receiving CVs of suitably qualified candidates the soonest.
aquamobii@yahoo.com
Be a part of SNap(R) Family:
Task Description
1. Take ownership of all faults/requests through to resolution, updating regularly as required
2. Close Resolved Incidents and Problems promptly and report accurate closure details to customers as required
3. Ability to work under pressure and to tight deadline
4. Ready experience on Service Desk or Help Desk application.
5. Have overall responsibility for managing the support teams and creating and adhering to agreed SLAs within an ITIL environment.
6. Must have outstanding communication, interpersonal, and organizational skills.
7. Must be able to work in a fast paced environment.
8. Must have experience with the Internet and be proficient in all Microsoft Office programs, including MS Word, MS Excel, and MS PowerPoint.
9. Provide analysis and improvement recommendations for the Help Desk.
10. Manage Help Desk processes and procedures, personnel management, and customer expectation management.
11. Interact within the project team to improve results across task area boundaries, with a specific objective to improve SLA scores.
12. Infuse ITIL and best practices on the Help Desk.
13. Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis.
14. Assist in new hire training to ensure successful integration into the team.
15. Keep in constant communication throughout the day with the Tier I, Tier II and Management staff.
16. Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting others as needed.
17. Additional hours (on specific occasions) may be required for problem management and special projects.
18. Ability to work with professionals from varying disciplines and lead contract efforts from their inception through successful completion
19. Ability to perform analysis of complex issues and develop supporting professional reports and briefings.
20. Attention to detail and the ability to meet deadlines under pressure
21. A high energy team player who is willing to put in the effort required to ensure the success of the Help Desk
22. Supervising and managing the systems Technical Support Centre
23. Daily management of customer service response, technical interaction with end users and problem resolution.
24. Documentation of daily workflow and weekly status updates.
25. Report to IT&S Management on issues that affect the performance of the company.
We look forward to receiving CVs of suitably qualified candidates the soonest.
aquamobii@yahoo.com
Be a part of SNap(R) Family:
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