Working with the Service Desk to resolve issues logged by end-users within the required service level parameters
Provide first level support for Business Application through phone and remote access support
Troubleshoot IT problems and determine the source of IT problems (hardware, software and end-user access etc)
Working with infrastructure and application teams to resolve issues in a timely manner and with minimal disruption of business
Following up to resolve issues at the root-cause level
Planning and Organizing - plans and schedules effectively and maintain effective controls and attention to details to ensure timely delivery of outcomes
Customer Focus - identifies and responds to user’s needs and ensures quality of service standards are met
Specialist Knowledge – applies, maintains and improves on in-depth specialist knowledge
High degree of understanding of IT operational environment with concise knowledge of critical systems and the importance of 100% availability
Documenting issues, the events leading up to them and steps taken for their resolution
Ensure Application related issues are resolved
Accurately log all problems into the Service Desk system in a timely manner
When requires, assist with the coordination of hardware and software product deployments and testing of new releases of software and infrastructure
Maintenance of stock of consumables, printers/accessories
Liaise with service providers to maintain optimal usage of various service and monitor SLA
Train the users periodically for use of Apps hardware accessories/equipment
SKILL SET
Strong leadership & communication skills
Should be able to able to maintain good inter-personal relationship with co-employees and others
Must be dependable, attentive to details, a creative thinker and a good team player
Able to multi-task, prioritize and manage time effectively
Should be able to think out of the box, innovative and possess problem solving ability
Apply for this role
Closes Monday 26 October · 3 days left
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IT Support Officer - Artee Group
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