Role:

Responsible for First level support for all end user computing issues. Managing new recruits account creation and FRNs while supporting IT issue resolution in an on-call roster basis achieving defined SLAs. Measurement of agent/team performance and improvement and management of internal customer experience

The Job

• 1st level IT support to End Users
• Incident, Request and Problem Management through ITSM Tool
• Analyzing trends of IT issues, service requests and access requests
• User Creation, modification and deletions from Active Directory, O365 and other internal systems.
• Periodic Reviews of System Access and Service Requests.
• Generation and circulation of reports requested by the management to comply with the information requirements of management
• Identifying problems, investigate and suggest methods of improving the delivery of IT services
• Assist in installation & configuration of computer hardware & software
• To assist and take part in the operations carried out by IT Service Desk.
• Work on 24 X 7 on call roster basis to support IT issues and ensure consistent service delivery to users.
• Ensure professional and effective responses to calls, e-mails, SMS & incidents logged on the Service Desk software.
• Diagnosing and solving problems related to IT users and systems, including printing, application errors and network failures.
• Management of ITSD O/S technical team, ensure timely availability of staff, ensure staff performance up to defined targets
• Effective communication with end users of the applications, business owners.
• Making sure that Service Levels (SLA) are met and adhered to maintain smooth business operations and enhance customer experience
• Continually formulate strategies and processes to improve and develop the IT service standards and quality

Person :

• Minimum 2 years of experience with overall exposure to any related function to the scope
• Degree or diploma in IT/ Telecommunications from a recognized university/institute
• Minimum of 1  year of experience in a relevant field
• ITIL Foundation or Microsoft Certification
• Experience in IT Automations and PowerShell Scripting will be added advantage