IT Service Desk Support

The IT Service Desk Support is responsible for providing First Call Resolution (FCR) technical support via phone, self-service tickets and live chat. He/She will ensure tickets raised as per channels are responded in a timely manner. This role also requires first level troubleshooting on all reported incidents and to escalated incidents to 2nd level resolver groups as per work instructions.

Make an Impact by:

• Identifies and resolves customer issues and enquiries completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level.
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage cust...