Job Description

Qualifications:

• Graduate of any Bachelor's/equivalent degree or with at least 2 year's relevant working experience.
• Must have at least 5 years' experience in IT Management and High availability concepts and 24*7 Operations Management.
• Must have led or performed primary support role for small to large customers, with one or more service or technology area.
• Experience in providing support to customers using incident, requests, problem and change management.
• Acts with urgency and responds well to issues
• Ability to communicate complex technical context
• Excellent customer service, telephone, oral and written skills
• Good written and oral language proficiency based on the required support (market or country)

• Assists users through Phone, Chat, Email or tickets raised via Portal following proper Incident Management processes and procedures.
• Log, validate and diagnose user issues, on the full range of products and applications used.
• Provide user with a solution through information gathering, analytical troubleshooting and problem research, or route or escalate the user to the appropriate resolution group.
• Escalation and management of interactions to agreed service levels.
• Being responsive to clients whilst following the principles and procedures of the quality management system.
• Demonstrate excellent customer service in all user interactions.
• Contribute to continuous improvement of the service.
• Meet Balance Scorecard targets set in the project/s assigned.

• 8 hour shift