Global IT Service Desk

Responsibilities:

• Acts as the initial point of contact for phone calls, ticketing and emails from internal staff and client regarding IT issues and request
• Receiving, logging and managing calls from internal staff via telephone, ticket and email
• First line support - troubleshooting of IT related problems of software, hardware Laptops, PCs and Printers
• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) periods, meeting or exceeding user’s requirements and expectations.
• Effectively manage Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL principles.
• Troubleshoot basic network issues and first level technical issues.
• Take ownership of user problems, High Severity Issues/Outages and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s
• Escalate unresolved request/incident to the infrastructure support team and back-end team
• Windows AD / network collaboration, Management of access management across domains / organizational systems and reconciliation
• Communicate progress and follow up in a timely manner to the Operations and responsible support groups
• Requesting RCA/RFO from the responsible support group
• VPN basic access management and support
• Updating Role Matrix Tracker and access management tracker on time
• Sending Daily reports on open tickets and End of Day Report
• Publishing support documentation to assist staff with requests for information & provide staff training if required