Job Description

Technical Skills

• Matric plus Diploma in Information Technology or related field
• ITIL V3 or 4
• Knowledge in support of Microsoft Office 365/ M365 suite
• Extensive knowledge of Service Management tools such as MS Service Manager OR Manage Engine.

• Provision of a central point of contact for IT Service Requests and Incidents for the client.
• Receiving, logging, assignment, categorisation and prioritization of calls, and timely closure of calls by support teams reported at the Digital Experience Hub (Service Desk).
• Responsible for initial diagnoses of incidents as per defined
• Identify and escalate incidents and complaints requiring urgent attention or elevation to higher priority to respective support.
• Ensuring incident and problem resolution is agreed upon with the customer and is in line with ITIL practices and approved internal IT standard operating procedures and
• Provide information to users by phone, e-mail, websites, or in person for technological services rendered by.
• Monitor calls against the defined service level.
• Perform trend analysis to identify issues of a common nature and identify possible problems for further investigation by Technical IT Support Teams.
• Complete and facilitate the resolution of problems as underlying causes are identified.
• Produce, use, and maintain standards, knowledge base, procedures, guidelines, and documentation relating to User products.
• Implement, maintain, and support Service Management Systems and tools as a source of enablement to access information or details such as incident, problem, and request.

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