IT Technical Support
IT Technical Support
Posted on :
13-04-2022
Employer Active
1 Vacancy
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Job Description
Req ID : 946400
- Provide end user support and ensure that all ICT support requests and quires are logged in the helpdesk ticketing system and answered appropriately within the agreed service level of agreement (SLA), by taking the ownership of these requests, open, update and close them in the heldpesk ticketing system. - Take ownership of users’ requests/issues and be proactive when dealing with these issues.
- Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.
- Log all actions and steps taken to respond to an incident or to complete a request.
- Assist in determining root causes and propose resolution for problems raised by reported incidents.
- Escalate to Tier 2 or Global User Support (GUS), supervisor when necessary and according to the identified priority level of the issue. * Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and update global user support of the planned changes in advance.
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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