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Job Description
- Manage the operations of the Service Desk and make sure that all incidents and service requests are processed effectively, while meeting the customer service level agreements.
- Manages internal customer expectations and overall strives to increase customer satisfaction.
- Ensure IT/IS guidelines are kept in alignment with Head of IS Regional Business Partner services for your area of responsibility.
- Support and collaboration between local & central teams.
- Identifying the nature and cause of the problem and determining the most appropriate solution.
- Be reactive in order to take the right actions to help the IBP in the shortest period of time.
- Ability to escalate problems within a required time towards the second level of support.
- Providing first level support through taking calls and handling the resulting incidents or Service Requests.
- Handle ticket monitoring.
- Team Player and communicate progress to team members.
Job Requirements
- Faculty of Engineering (Communication and Computer Sciences) or equivalent.
- Good knowledge in networks (4G, 5G), servers, switches, routers, mobile devices, laptops & Pc’s troubleshooting.
- Good knowledge in cloud-based technologies and current technologies available for IT & IS Application landscape.
- Familiar in O365 suite of applications(PowerApps, Excel, Power Automate), SharePoint, IT tools & cloud services.
- Knowledge in programming, good to have but not necessary.
- ServiceNow, ITIL, Cisco, Cloud or MCSE/MCSD, advantage to have.
- One to two years’ experience in technical support.
- Very Good command of English Language (Written & Spoken).
