point of contact for ICT's customers and providing first level ICT Support. The role will include: Telephone Call and Live Chat Handling Incident Management Service Request Management Problem ManagementKnowledgeManagement Service Asset and Configuration Management First Level remote support Providing excellent customer more »
specialized software/hardware manufacturers for activities related to procurement, installation, support, maintenance. Maintain full ownership of service tickets through its lifecycle and Incident Management process. Ensuring all elements of the process, including Major Incident Management are implemented and operationally managed. Ensures accurate logging incidents, service requests, access … ticket for each reported instance and attaching it to a parent ticket will allow for impact analysis on the outage. · Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution is made. · Utilizes the KB and other support documentation to identify, isolate, diagnose … of handling Service Desk activities in a busy fast paced Service Desk environment. · Good understanding of the Service Operation space, covering Service Desk, Incident Management, Problem Management and Knowledge Management. · Understands and has a strong appreciation the 'frontline' role service desk operations have on shaping the overall more »
specialized software/hardware manufacturers for activities related to procurement, installation, support, maintenance. Maintain full ownership of service tickets through its lifecycle and Incident Management process. Ensuring all elements of the process, including Major Incident Management are implemented and operationally managed. Ensures accurate logging incidents, service requests, access … ticket for each reported instance and attaching it to a parent ticket will allow for impact analysis on the outage. · Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution is made. · Utilizes the KB and other support documentation to identify, isolate, diagnose … of handling Service Desk activities in a busy fast paced Service Desk environment. · Good understanding of the Service Operation space, covering Service Desk, Incident Management, Problem Management and Knowledge Management. · Understands and has a strong appreciation the 'frontline' role service desk operations have on shaping the overall more »
