IT Service Desk Engineer

Responsibilities:

• Ensuring Service Level Targets / Service Level Objectives within the SLA is met.
• Measuring and Service Level Reporting for IT Services.
• Own and manage the relationship with all users by resolving calls effectively and efficiently
• Ensure service level agreements are met and maintained.
• Liaise with the second line of support to resolve reported incidents & enquiries.
• Provide users with accurate and timely information
• Core competencies, knowledge and experience*:
• Good networking knowledge in TCP/IP environment. Proffered to be CCNA Certified.
• Good knowledge on the PC hardware and periphery products (i.e. scanner and printer) skills
• Excellent knowledge and experience of Technical & Business.
• Vendor management & road map following.
• Excellent stakeholder engagement