Job Description
You will play a vital role in providing frontline technical support services to our users. Your primary responsibility will be to handle incidents and service requests using the Incident and Request fulfillment processes.
About You
We are looking for someone with strong technical knowledge and experience of frontline Service Desk operations. You should have good oral and written communication skills, excellent customer service skills, and outstanding time management with the ability to multitask in a complex and high-pressure environment.
Your Key Responsibilities
1. Provide ICT support to users and solve non-complex problems to minimise system downtime and loss of productivity
2. Respond to enquiries from various sources in a responsive, customer-focused manner and ensure that accurate, targeted, and timely information is supplied effectively to resolve the customer issue or fulfill the customer request
3. Support set-up activities for computers, printers, multifunction devices, tablets, smartphones, and other ICT systems
4. Use appropriate tools and methods to address user support queries and return users' ICT equipment and systems to optimum efficiency
5. Participate and contribute to the development and ongoing maintenance of the ICT support documentation
6. Provide telephone, face-to-face, and remote support services to users
7. Follow agreed procedures, respond to requests for assistance by providing support or refer to the knowledge base when available
8. Maintain accurate log entries of service requests and incidents with resolution timeframe when applicable or informative updates
9. Triage incoming incidents and requests ensuring the information is accurate and actionable in a timely manner
10. Liaise with third-party vendors when required to resolve incidents or service requests
11. Ensure that incidents and service requests are escalated to the appropriate team when necessary
12. Contribute to the Service Desk knowledge base by creating and updating articles
13. Seek out opportunities and contribute to improving Service Desk practices and procedures
14. Follow up on escalated incidents or service requests to further increase knowledge
15. Contribute to the identification and escalation of problems in the environment. Provide rostered after-hours support services