JUNIOR ServiceDesk Support
Salary undisclosed
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Responsibilities
- Responsible for receiving, validating, and logging customer requests (tickets).
- Ensure all requests (tickets) assigned are worked on, updated (track requests and determine current activity on them), and resolved.
- Analyse and interpret the requests to ensure the classification, prioritisation, and escalation of the requests meet the SLAs.
- Work closely with colleagues to ensure swift resolution of issues and keep the customer updated on the progress in relation to the resolution of the issue.
- Follow up on outstanding requests and ensure timely resolution. Escalation to both internal and external (principal and customer) parties to resolve issues when required.
- Require standby 24x7 (weekly rotation) regarding response to new tickets through the ticketing system.
Requirements
- Candidates must possess at least a bachelor's degree, postgraduate diploma, professional degree in Computer science, Information technology, or equivalent. Fresh graduates are encouraged to apply.
- LOCAL APPLICANTS ONLY!
- Good communication and good customer service.
- A fast learner who is pleasant, patient, self-disciplined, and a self-starter.
- Good knowledge and experience in the area of Service Desk tools (SugarCRM, SuiteCRM, OTRS, etc.) would be an added advantage.
- Basic network connectivity troubleshooting would be an added advantage.
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