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Job Description
Core Responsibilities
L1 Hardware & Software Support
- Provides IT help desk L1 service to the affected stakeholder to ensure a first-hand understanding of the incident/problem.
- Provides first line investigation and diagnosis of user incidents and resolving these incidents in the quickest manner.
- Determines source of computer problems (hardware, software, user access, etc) and transferring the calls to the appropriate IT staff.
- Prioritizing calls by assessing the urgency, business impact and technical nature of the call.
Incident Resolution
- Generates incident tickets providing details about the incident, time of complaint, expected completion time etc.; logs all relevant incident/service requests details in the IT service desk system, allocating categorization and prioritization codes to ensure that tickets are properly tracked.
- Escalates incidents/service requests to other functional levels for further support based on technical knowledge, availability, workload and timescale to ensure that the best solution is found and that all concerned parties are informed.
- Escalates incidents to external parties (vendors, etc.) under supervision of Manager – Service Desk Operations if vendors are involved in the resolution of incidents.
- Documents resolutions (whether internal or external) for future reference to shorten resolution
Job Requirements
- Bachelor’s degree in Computer Science.
- 1-3 years of experience in the same role.
- Ticketing & troubleshooting experience.
- SAP experience is preferred.
- Very Good Command of English.
