To deliver world class 1st/2nd level technical support related to all key services & systems supported by Information Technology.
Support may be given in via telephone, remotely, email & on-site
field visits. TSA must be knowledgeable in a broad, constantly evolving
assortment of Information Technology, policies, procedures, & must
possess the maturity & reliability to provide user support
accurately & consistently.
• Support the end user client environment such as Desktops, Laptops, Mobiles, IP Phones and client applications. • Incident troubleshooting, analysis, resolution and/or escalation. • To provide a single and quality point of contact for IT customers • Monitor the status & progress toward resolution of all open incidents. • Perform classification; prioritizing of incidents dependent of the impact of the issue. • Quick & efficient handling of IT incidents & service requests on first contact. • Work closely across IT in achieving common goals. • Work effectively as a team member. • Develop knowledge of client business & IT environment with the goal of increasing first-call resolution rates.
Analyze & breakdown an incident, to identify problems. Assist support groups when & where as required. Confirm & update customer details as needed. Confirm the resolution & closure of incidents when a case is resolved Define, communicate, monitor & track issues to ensure a high degree of customer satisfaction. Follow-up with the requests to be sure that its solved & if the user satisfied with the solution Handling of all remedy related issues. Have ability to diffuse volatile situations with distressed or irate customers. Keep Users informed on status & progress Log & track faults to third party service providers where appropriate. Maintain high customer satisfaction Levels. Ensure that the case will escalated in correct group Monitor & escalate all incidents according to agreed service levels Open & close service requests, as well as manage the classification, assignment, tracking, & completion of requests. • Properly act & respond to instances of dissatisfaction and customer complaints. • Maintain accurate information on all documentation and the Service Management Tool. (Remedy) • Provide the right customer centric attitude towards the customers. • Record & document all incidents & requests coming through different channels. • Use initiative to find ways of solving incidents & building knowledge. • When scheduled to perform out of hours support duties as documented.
Wintel Hardware - PC Management – Altiris - PC build, Application Deployment, Reports. Windows XP/7 - In depth knowledge of the OS (Operating System). Office 2003 to Office 2010 – Intermediate Support. Antivirus - end point protection - managing vulnerabilities. Encryption – Knowledge of encryption technology, setup and support. Mobile devices -Tablet & Blackberry etc. setup & support. RAS support - VPN client, RSA etc. Networking - DNS, DHCP, File sharing, Printing, WLAN. Wireless Technologies, WEP, WPA, TKIP, Connectivity & Support Citrix XenApp, XenDesktop Windows Server 2008 - Understanding of/some support experience. Desktop/Server virtualization - Understanding of/some support experience. Best practice in Incident, Change, Problem (minor and major) & Release Management eg ITIL. VIP Support. Software Licensing. PC life cycle management. Print Server Management
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• Support the end user client environment such as Desktops, Laptops, Mobiles, IP Phones and client applications. • Incident troubleshooting, analysis, resolution and/or escalation. • To provide a single and quality point of contact for IT customers • Monitor the status & progress toward resolution of all open incidents. • Perform classification; prioritizing of incidents dependent of the impact of the issue. • Quick & efficient handling of IT incidents & service requests on first contact. • Work closely across IT in achieving common goals. • Work effectively as a team member. • Develop knowledge of client business & IT environment with the goal of increasing first-call resolution rates.
Analyze & breakdown an incident, to identify problems. Assist support groups when & where as required. Confirm & update customer details as needed. Confirm the resolution & closure of incidents when a case is resolved Define, communicate, monitor & track issues to ensure a high degree of customer satisfaction. Follow-up with the requests to be sure that its solved & if the user satisfied with the solution Handling of all remedy related issues. Have ability to diffuse volatile situations with distressed or irate customers. Keep Users informed on status & progress Log & track faults to third party service providers where appropriate. Maintain high customer satisfaction Levels. Ensure that the case will escalated in correct group Monitor & escalate all incidents according to agreed service levels Open & close service requests, as well as manage the classification, assignment, tracking, & completion of requests. • Properly act & respond to instances of dissatisfaction and customer complaints. • Maintain accurate information on all documentation and the Service Management Tool. (Remedy) • Provide the right customer centric attitude towards the customers. • Record & document all incidents & requests coming through different channels. • Use initiative to find ways of solving incidents & building knowledge. • When scheduled to perform out of hours support duties as documented.
Wintel Hardware - PC Management – Altiris - PC build, Application Deployment, Reports. Windows XP/7 - In depth knowledge of the OS (Operating System). Office 2003 to Office 2010 – Intermediate Support. Antivirus - end point protection - managing vulnerabilities. Encryption – Knowledge of encryption technology, setup and support. Mobile devices -Tablet & Blackberry etc. setup & support. RAS support - VPN client, RSA etc. Networking - DNS, DHCP, File sharing, Printing, WLAN. Wireless Technologies, WEP, WPA, TKIP, Connectivity & Support Citrix XenApp, XenDesktop Windows Server 2008 - Understanding of/some support experience. Desktop/Server virtualization - Understanding of/some support experience. Best practice in Incident, Change, Problem (minor and major) & Release Management eg ITIL. VIP Support. Software Licensing. PC life cycle management. Print Server Management
Apply Online
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