A7

Help Desk

Contract

TRINIDAD
 

Duties:

To provide communication, information, and resolutions to customers who have issues with their IT infrastructure.  The first point of contact for the company; its efficient and effective response to customer's problems and concerns to enhance the reputation of the LGO also to provide an organized and coordinated front line to its technical support staff members who are working independently in various geographical locations.

Requirements:

 Education:
Essential: MCSE or MCSA
 
Key Tasks: - Providing a single and central point of contact between users and the IT department.
Providing an interface for users to other service management functions, such as change management, problem management, configuration management, release management.
- Delivering the high-quality support required for achieving business goals.
- Identifying and lowering the total cost of ownership of IT services.
- Supporting changes across business, technology, and process boundaries.
- Improving customer satisfaction.
- Retaining all customers.
- Incident recording.
- Routing requests to resolution groups when incidents are not resolved during initial support.
- Initial support and classification.
- Monitoring the status and progress toward resolution of all open incidents.
- Keeping affected users informed about progress.
- Escalating the process if necessary.
- Resolution and recovery of incidents not assigned to resolution groups.
- Resolution confirmation and closure of incidents.
- Detecting potential trends and liaising with problem management where applicable.
- Provide first level support to the end users.
- Escalate issues to Second Level Support immediately.
- Act on the Advice of Second Level support on issues escalation matter with the GC AMS service desk.

 
Personal Skills: - Results Focused.
- Service Orientation.
- Impact & Convince others.
- Innovation.

 

If you are interested in this job and have not yet registered with us, please do so as we would need to see all your details (skills, etc.) before we can give you details.

For further information email Amelia