System Engineer

Your role:

As a Service Desk Analyst, you will be on the front line of the support architecture. IT Global Service Desk is responsible for capturing specific user problems, recording them and either resolving them through a set of fixed prescribed solutions or escalating as required.

Who you are:

Education Level and Languages Required
Primary Skills:

Strong Communication Skills – Written and Verbal - Microsoft standard desktop applications including Word, Excel, PowerPoint and Outlook - Demonstrated experience supporting customer interactions and troubleshooting.

Secondary Skills:

IT Service Desk / Helpdesk / Technical Support

Professional Skills, Qualifications and Experience
Domain expertise: ITIL Knowledge, Knowledge on Windows/Networking/MAC Platform

Qualification: Graduate degree (Science/Commerce background), Proficiency in English (Verbal, Written)

Experience: Work experience of 0 to 3 years in the relevant IT Domain/Customer Support preferred.

Job Description:

Call/Chat Handling and Ticket Logging: Answer incoming support calls/chats using a standard greeting, log 100% of calls/chats as tickets, and provide ticket numbers to users via phone, chat or ticket as applicable.
Ticket Management: Register, prioritize, and categorize tickets effectively. Utilize remote control tools to resolve issues when necessary and ensure timely and accurate log notes are added to tickets.
User Communication: Update users on the progress of their tickets, respond to emails with updates on the same business day, and provide clear communication throughout the ticket lifecycle.
Service Allocation and Follow-up: Allocate tickets to desk-side support when required, follow up to ensure issues are resolved and tickets are closed, and work to reduce turnaround time and increase computing time.
Knowledge Base and Documentation: Check the knowledge base for known errors, create and publish new articles, and provide references to relevant tickets when needed.
Tool Utilization: Handle and close tickets using the ServiceNow tool and other applicable systems, and log incidents as required.
Escalation and Reporting: Escalate complex issues to the next level of support, track and monitor IT downtime, prepare incident checklists, and generate reports as needed.
Shift Management: Manage shift handovers effectively and ensure adherence to SLAs and KPI metrics.
Continuous Improvement: Focus on improving call response and resolution turnaround time (TAT), and strive for continuous improvement in all aspects of service delivery.