L1.5 - English Speaker

Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis, and resolution of client problems. • Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective unit which may range from very straightforward problems through to more complicated issues. • Respond to a large volume interaction and efficiently while also providing a high degree of client satisfaction. • Handled interaction within agreed customer Service Level Agreement (SLA) • Record and classify all customers’ queries. • Responds to and diagnoses complex incidents in a customer focused environment by demonstrating strong ability to perform Technical Helpdesk Skills. • Prioritize and resolve issues identified by customers and other teams in a timely manner. • Updates customer on Incident status/resolution in accordance with SLA. • Monitor the IT service process and workflow to ensure SLAs are met. • Provide accurate and creative solutions to service management to improve service delivery. • Liaise with internal and external resolver groups regarding queries by end user on incident status on daily basis. • Work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA). • Monitor interaction channels to ensure all incidents are updated & progressing in the required timescales. • Meet all KPI set by operation management team. • Required candidate that can speak English