Job Description Incident Management:
Owns the ticket for a specific incident
Owns a specific incident from initial report to resolution
Resolve first line support issues
Function as the primary point of contact for incidents reported from users
Troubleshoots and resolve incidents escalated from customer support
Ensures that incidents are logged and prioritized.
Ensures that issues not resolved at first level are escalated to the Service Manager or the appropriate level.
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Follow up with users to ensure satisfactory resolution of incidents.
Work closely with the Customer support team to ensure responsive and accurate resolution of tickets raised.
Accurately log all Help Desk tickets using the defined tracking software
At all times provide the highest level of customer service.
Sends periodic Service reports to customers. (Weekly, Monthly and Quarterly)
Produce availability reports for Customers.
Ensures all incidents and requests are logged.
Ensures documentation of all incidents and user requests.
Ensure that complete resolution history of major incident are recorded.
Documents, tracks and monitors incidents to ensure resolution in a timely manner.
Any other duty maybe assigned to you from time to time.
Education Qualification
HND/Bachelor’s Degree in Electrical/Electronics/Computer/Communication/Info Tech/ICT/Hardware & Networks Engineering, Physics Electronics.
Other Desired Qualifications:
Ideally ITIL certified or have knowledge of ITIL. CCNA.
Minimum of 3 – 5 years relevant experience.
Good phone skills, professional demeanor, previous customer service experience strongly desired.
Applicants should email their CV’s to: careers@estreamnetworks.net
Apply via :
careers@estreamnetworks.net
