Helpdesk Associate - ITIL

• "Live dashboard monitoringreporting & workflow allocation
  Quality analysis on agreed aspects
  Trending and in-depth anlysis on service delivery components
  
• Management Information Presentations
  Acts as coach & an escalation point for less experienced colleagues
  
• Provides technical guidance in activities associated with identifyingprioritizingand resolving problems using processes & instructions
  
• Participates in a supportive role by acting as a liaison between customers and departments within the organizationto ensure that all on-line system problems are resolved in an accurate and timely manner
  

Key Skills

• Ideally University educationpreferably technical degreeor Microsoft certifications
  
• Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
  
• Experience of providing Hybrid (Office and Remote) IT support is an advantage
  
• Good reporting abilities
  
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
  
• Excellent communication and customer service skills
  
• Fluency in English language