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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities of the Role
- Maintain a high degree of service for end‑user computing support by keeping to Acknowledgement and Response Time targets and adhere to all service management principles.
- Provide technical support on end‑user computing hardware and peripherals in an office. This includes answering support requests and queries via ticketing tool/service catalogue forms, or phone for critical issues or requests.
- Ensure all Minor End‑user Incidents or Service Requests updates are fully documented in the ticketing application. This includes follow‑ups from previous shift teams & follow through with all related parties until ticket closure.
- Track and list all issues and resolutions in the details section in accordance with the team’s Key Performance Indicator for MITR and MTTR.
- Follow standard operating procedures when triaging or troubleshooting a user issue.
- Provide Technical Support & Access Administration on the...