Work Mode - Onsite (5 days in a week)
- Primary Skill: Service Desk
- User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.
- Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s).
- Optimization. Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
- Systematically interprets user problems and identifies solutions and possible side effects.
- Uses experience to address user problems and interrogates database for potential solutions.
- Escalates complex or unresolved incidents.
- Records and tracks issues from outset to conclusion.
- During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
- Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
- Maintains records, informs users about the process and advises relevant persons of actions taken