Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Logging all relevant incident/service request details, allocating categorization and prioritization codes
- Providing first-line investigation and diagnosis
- Resolving those incidents/service requests they are able
- Escalating incidents/service requests that they cannot resolve within agreed timescales
- Following up till the closure of the incident with second and third line support
- Keeping users informed of progress
- Closing all resolved incidents, requests and other calls
- Conducting customer/user satisfaction call-backs/surveys as agreed
- Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc
Job Requirements
- BS: Computer Science or Computer Engineering
- 0-4 Year(s) of experience in Application support position.
- Good knowledge of SQL Commends on SQL 2005 and SQL 2008
- Basic Knowledge of case Logging Software like CRM or Mena Tracks
