Summary
Date Posted: Monday, May 23, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Engineer – IT Service Desk

Detailed Description
Reporting to the Manager – IT Service Desk the position holder will provide first line user support and ensure service requests from internal users are fulfilled within defined SLA’s and ensure timely service delivery.

Key Responsibilities
• Address and deliver requested services and assist with general information or customer complaints within defined timelines.
• Manage escalations from customers and ensure feedback is provided within defined timelines
• Manage in-house 3rd party vendor(s)
• Provide performance reports and identify gaps aimed at improving services
• Document and review quarterly the processes, procedures and work instructions for internal user Service Requests.

Qualifications
• Degree in Computer Science or Information Technology
• Microsoft certification: MCSE, MCSA, MCP or MCITP
• ITIL V3/4 Certification or equivalent
• ICDL Certification
• A+ and N+ Certification – Hardware & Software
• Cisco Certification: CCNA
• 2-3 years’ experience in a Service Desk or User Support environment
• Experience in managing escalations using defined OLAs & SLAs
• Experience in managing 3rd Party Vendors
• Operational Level Agreements and Service Level Agreements Management
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Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
Use the link(s) below to apply on company website.
• Engineer – IT Service Desk
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