RESPONSIBILITIES:

• Validates, evaluates and classifies incident / requests
• Determines resolution and/or escalation path to ensure all issues are appropriately managed
• Evaluates content of requests / incident report and gather information
• Records distinct issues in the tracking tools
• Keeps track of known solutions, consults knowledge database and uses findings to respond to senders/callers.
• Keeps track of severity one issues for appropriate escalation and follow-up
• Recognizes solutions for repetitive use and enters those in knowledge database
• Provides assistance for detailed analysis of incidents / requests
• Assists in the maintenance of Management Systems
• Receives incoming requests / incident reports
• Fast paced handling of incidents / requests resolution, escalation and information routing.
• Decides on incident severity
• Validates and evaluates technical and / or operational information pertaining to the incident
• Manages incident resolution using appropriate resources

QUALIFICATIONS & SKILLS: 

• Bachelor degree or equivalent in engineering/Information technology/Service management courses.
• IT Literate - Knowledgeable in the use of internet based applications, e-mail communications, MS word & MS excel
• Experience and / or technical knowledge relevant to the position
• Experience in a multi-cultural environment.Experience or training in customer service work

• Above average English communication skills