JOB DESCRIPTION
- Providing first – second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Services objectives.
- Receiving, logging and managing calls from internal staff via telephone and email
- Oracle Account access management
- Windows OS and AD management and support
- Producing statistics and management reports
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Ensure that Major Incident Management KPIs are reported and their targets met
- Responsible for the complete process adherence and handling of major incidents according to SLAs.
- Build strong linkages with all core ITIL processes as part of the end-to-end process.
QUALIFICATIONS:
Main Requirements:
- Windows AD
- Oracle Application account and access Management
- Application – Outlook email, MS Office, Microsoft SCSM Network
- Working knowledge in Technical and application Support, Network concepts.
- Working knowledge in performing troubleshooting, testing and configurations
- Basic knowledge in Network concepts and Information Security
- Intermediate knowledge on different Microsoft Applications and Tools – Excel, Powerpoint, Word
- ITSM (Incident and Service Request Management) experience
The Position needs to possess the following skills:
- Communication skills
- Analytical Skills
- Interpersonal Skills
- Team Player
