The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.

Responsibilities:

• Dealing with incoming incidents (tickets) in a professional, courteous manner over the phone and via email.
• Taking ownership on incidents and managing them in a logical and methodical manner
• Conducting full and thorough diagnostics with end users to enable first point of contact on incident resolution.
• Ensuring that all incidents are progressed and cleared within SLA - escalating to other internal and external teams as appropriate.

Requirements:

• Can communicate in English fluently (written and oral)
• Familiar with IT service management (ITSM) process - incident, problem and event management and tools
• Must be able to demonstrate a customer first approach to support
• Ability to communicate confidently and professionally with customer representatives at all levels
• Technical knowledge on computer hardware, software and application troubleshooting and problem solving
• Have solid experience in a helpdesk or technical support environment
• Flexible and willing to work outside core business hours as required
• Must be willing to work in shifting schedule