Sector(s)

IT and Technology, Management Consulting

Length/duration of opportunity

Full time

Job Scope

  • Performs initial level of problem identification and attempts to resolve, when appropriate; otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to the responsible party for resolution in order to minimise the amount of time taken to resolve customer issues.
  • Assumes ownership for the coordination, investigation and documentation of customer problems/requests.  Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
  • Ensures those correct resolutions are found and involves appropriate areas in resolving problems, when needed.
  • Develops and maintains product knowledge, business and professional skills by participating in on-the-job and other training courses.
  • Actively participates in preventive maintenance, by documenting common problems and scripts for customer support.
  • Shares information required for the team to be successful.
  • Demonstrates an understanding of the customer’s business needs and is able to achieve and maintain high customer satisfaction ratings.
  • Develops and maintains knowledge of Incident tracking system, Knowledge Bases and of the help desk’ procedures and business environment.
  • Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
  • Receives and logs customer problem/request/issues and ensures proper documentation.  Performs follow up on all incidents with the customer to ensure customer satisfaction.
  • Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
  • Performs project related tasks, as appropriate. Provides support for new business transition activities as required.
  • Works independently and maintains a high-degree of professional conduct at all times.

Requirements

  • Diploma or Bachelor’s Degree in IT related course.
  • Fresh graduates or with 1 to 2 years relevant experience. 

Working Conditions

  • Overtime and On-Call may be required.
  • Working on rotational shift hours is required (including night shift). 

 

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