IT Operations & Support Technician

Job Summary

The IT Operations & Support Technician will resolve incidents, fulfil service requests, and carry out deployment activities & preventive maintenance by following procedures and guidelines. The role ensures that all IT

service operation activities remain within the agreed service levels and minimize the adverse impact as well as ensuring incidents are resolved.

In this role, you will:

• Provide good customer service to both internal (EGIT) and external customers ensuring that the service provided is in line with the specific qualitative/quantitative targets and key performance indicators of the task.
• Inform customers of the status and progress of incidents and service requests. Inform customers if incidents and/or service requests are about to breach the Service Level Agreements to confirm closure and obtain feedback from our customers.
• Escalate any high-impact incidents/service requests to the manager to ensure that relevant actions are taken immediately to reduce the business impact on the smooth running of our departmental or the groups’ global operations.
• Resolve incidents and receive inbound and outbound calls to provide good customer service for both internal and external customers ensuring that the service provided meets the specific targets and KPIs.
• Ensure that the maximum number of incidents are resolved on the first call or when applicable (where handed-over processes do not exist) to route incidents to the relevant support teams to obtain the fastest possible resolution to our customers.

Qualification

To be considered for this role, you must meet the below requirements:

• Vocational or Diploma (12+2 or equivalent).
• 3+ years of experience in Information Technology, Hardware, IT Helpdesk/Technical Call centre.

Knowledge/Skills:

• Experience in Customer Support and Operational Support roles.
• Knowledge of ITIL, ServiceNow, operating systems, Active Directory, and Azure Administration.
• Experience in troubleshooting hardware issues with PCs & other end-user devices, applications, operating systems and networking.
• Knowledge of remote management tools like RDP and deployment tools like SCCM, Intune, etc.