A good opportunity for changes. This position is on the ICT customer service desk providing a technical response to client queries and incidents relating to the department's enterprise ICT environment whilst providing a high level of customer service.
The customer service desk's service offering includes a 24-hour service which will require that you participate in an on-call roster with appropriate allowances and overtime paid.
Your Responsibilities
* Act as the quality first point of contact for clients for ICT incidents and requests, applying client service standards to resolve or escalate clients' service problems. Strong client service-delivery focus with good time management skills and sound written and oral communication and liaison skills including with other support teams and vendors.
* Action service requests and faults by providing information to enable fulfilment or resolution. Possess sound analytical and problem-solving skills and ability to perform desktop, network and infrastructure troubleshooting by providing triage and diagnosis. Respond to complex requests with information to enable problem resolution.
* Provide guidance in defining access rights and privileges. Investigate security breaches in accordance with established procedures and recommends required action and support / follow up to ensure these are implemented. Maintain security administration processes and checks that all requests for support are dealt with according to agreed request fulfilment and access management procedures.
* Follow agreed procedures to prioritise and diagnose incidents, answer questions, resolve incidents. Gathers information to enable incident resolution and promptly reassigns incidents as appropriate. Maintains records, including accurate assessing, classifying and prioritising tickets and advises relevant persons of action. Contribute to creation of support documentation.
* Informs users about processes and advises relevant persons of actions taken. Respond and resolve all incidents and requests within the specified service level agreements. Liaising with other support teams is required at times to assist with resolving incidents and fulfil requests within service obligations.
Role Specific / Technical Skills
* Proven experience in ICT concepts, practices and frameworks, including ITIL, incident, problem and knowledge management and supporting and using both Microsoft and Apple technologies including mandatory experience with Windows 10 and Entra AAD / O365 / Active Directory with experience preferred in Microsoft Exchange, SCCM, Remote Control, Remote App, iPhones, ServiceNow, Intune, Solarwinds.
Occupational group: IT & Telecommunications
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