Job Description

Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems, and provides basic telephonic training on these systems when required. Escalates more complex problems but may manage the incident to completion. Identifies interim and long term solutions and provides regular updates to the Senior Problem Analyst. Participates in internal forums and work groups to contribute to the methodology and standards.What will make you successful in this role?Deliver a first line support service via the Service Desk by logging Incidents and Service Requests received telephonically and via e-mail.Offering technical advice to end users. This will include working as part of a team, to share knowledge and work together to increase performance standards.Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within the agreed SLA, according to the agreed processes and in a professional and customer sensitive manner.